Customer Service Alignment  

Customer Focus and Alignment

Customer Loyalty is critical to success but it is not synonymous to success. Customer objectives are subordinate to the share-holder objectives. Customer focus will mean that one will maintain focus on customer acquisition and retention, while being driven by the organization priorities and profitability objectives.


Customer Service Alignment


The level and sophistication of customer service and the money & effort spent on the same should be governed by the priority index of the customers. One will not have a sophisticated customer service centre for customers giving under USD 25 billing every month, but you will have one for platinum card customers.