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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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