Paper Summary:

This paper explains that customer-centricity as a concept is applicable to virtually every area of the business paradigm. The paper also points out that customer satisfaction, as determined by many quantitative and qualitative factors, is the primary measure of the successful customer-centric organization.The paper further emphasizes that customer satisfaction and employee satisfaction can be seen as two sides of the same process. The paper then looks at ways that various companies utilize a consumer-centric approach that encourages the testing of new or amended policies in real-world situations.

Table of Contents:
Introduction
Customer Satisfaction and Total Quality Management
Customer Relations: Caring for the Customer as a Unique Individual
Marketing Programs
Sales Automation
Support/Services Automations Software
Employee Satisfaction
Working Environment and the Happy Employee
Good Customer Service and Treating Employees Fairly
Human Resources Management
Business Intelligence
Conclusion

From the Paper:

"As computer manufacturers, Acer, and companies like it, would probably appreciate the electronic help that has become available in recent years within the field of customer relations. In today's business world, customer-centric organizations may take advantage of applications that are specially designed to handle the overall problems of customer relations. Customer Relationship Management, or CRM, software consists of programs designed to serve the needs of a company's customers - wherever those customers might be found."

Sample of Sources Used:

• Albers, Michael J. Communication of Complex Information: User Goals and Information Needs for Dynamic Web Information. Mahwah, NJ: Lawrence Erlbaum Associates, 2005.
• Arnould, Eric J., and Linda L. Price. "Market-Oriented Ethnography Revisited." Journal of Advertising Research 46.3 (2006): 251+.
• Auger, Pat. "The Impact of Interactivity and Design Sophistication on the Performance of Commercial Websites for Small Businesses." Journal of Small Business Management 43.2 (2005): 119+.
• Bagozzi, Richard P., and Utpal M. Dholakia. "Chapter 2 Three Roles of Past Experience in Goal Setting and Goal Striving." The Routines of Decision Making. Ed. Tilmann Betsch and Susanne Haberstroh. Mahwah, NJ: Lawrence Erlbaum Associates, 2004. 21-36.
• Beckford, John. Quality. London: Routledge, 2002.

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