The high volume and speed of customer-related information exchange has overwhelmed organizations. Meanwhile, it is the issue that some organizations cannot categorize and describe themselves, technology and integrated system, and some of them do not have the necessary executive capabilities for personal communication and experiences. But, the most common and perhaps the biggest obstacle to document-based performance is, in essence, the lack of an organizational document management culture. Still, most organizations often operate for product and sales reviews. In this way, orbital care is prioritized only in certain parts of the features.
To implement and implement a customer-oriented strategy, the organization must have a culture that is compatible with this issue. In addition, in order to do such work, it is necessary to employ leaders and managers who promote the necessity of such a way of thinking and its values in their employees.
In the role of creating a culture based on customer orientation, the following points have always been considered by high-ranking managers of the organization and they act based on it:
- Empathy with the customer
- Hiring personnel familiar with customer-oriented culture
- Access of all employees to customer interaction records
- Ease of direct interaction with customers
- Establishing a relationship between employee performance and customer-oriented culture
- Compensation for customer losses