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Need to demonstrate that a literature review had been included in the following. In the first section we need to review the organisation’s ability to satisfy its customers. 1. In which we identify the standards for best practice and the performance of sector leaders in satisfying customers ( sector is light engineering). 2. Then we need to evaluate the organisation’s approach to identifying customer requirements and expectations, and to monitor customer satisfaction. 3. Then evaluate the organisation’s ability to satisfy its customers loyalty, by comparison with its own standards, sector leader’s performance and best practice. In the second section We need to make recommend improvements in operations to improve customer satisfaction. To do that we need to examine and critically review internal and external developments and trends that are likely to have an impact on the organisation’s future ability to meet or exceed the customer requirements and expectations. 2. Identify the strengths and weaknesses in the organisation’s operational ability to satisfy customers in the future, and the options for improvement. 3. Evaluate these options and make recommendations for possible improvements in operations to improve customer satisfaction.
To achieve the above we need to show Concepts of the industry sectors, customer segmentation ad market penetration to analyse the market. Measurement of customer acquisition and retention (Churn) and customer satisfaction and its significance.Concepts of internal and external customers, and their importance as the focus of the organisations activities. Methods of identifying potential customers, assessing their diversity and identify customer requirements. Organisation’s policies relating to customers.Customer records and data and confidentially collecting and storing customer data.Use of feedback and other appropriate communication techniques to ensure good customer relationships.The use of negotiation skills to agree requirements.Customer service standards; complaints procedure.Finally ways to promote commitments in others. These have evaluation techniques, networking and persuasion skills attached
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