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3. Customer and Market Focus - 85 points
The Customer and Market Focus Category examines how the organization determines requirements, expectations and preferences of customers and markets. Also examined is how the organization builds relationships with customers and determines the key factors that lead to customer acquisition, satisfaction and retention and to business expansion.

3.1 Customer and Market Knowledge (40 points)
Describes how the organization determines requirements, expectations and preferences of customers and markets to ensure the continuing relevance of products/services and to develop new opportunities.
3.2 Customer Relationships and Satisfaction (45 points)
How the organization builds relationships to acquire, satisfy and retain customers, to increase customer loyalty and to develop new opportunities. Describe also how the organization determines customer satisfaction.

 




 

 

 

 

 

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