Balancing customer focus and efficiency is absolutely essential for any company that desires to maximie its ability to attract, serve and retain customers through the various economic cycles. Covid-19 has taught us that companies that were ‘deficient’ on one or both of these two aspects are prone to suffering severe pain during the pandemic. As a matter of fact, many are now trying to institute improvements to repair or regain lost customer confidence and/or market share.
Therefore, this article focuses on the strategy and tactics that organisations should employ to better balance customer focus and efficiency.
The ideal organisational mindset of customer focus must extend beyond the typical Customer Service function or Order-to-Cash processes and encompass all those in the organisation who have touchpoints with external customers. Keeping all these internal organisations focused on the customer, efficiently, is the challenge of our industry. The smaller you are the easier it is, but as you grow and scale your business, the challenge of balancing customer focus with efficiency becomes a bigger and bigger challenge.
... to continue reading you must be subscribed
