Prioritized customer matrix  

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.


Prioritized customer matrix


Apart from customer value and profitability, there are other factors, which will drive the customer focus. A business also has to prioritize its customer-base on other considerations like building critical mass of customer base, customers buying strategic products and customers, which can be good ambassadors. An organization would ideally 'tag' a customer as per the priority. The customer services and retention efforts have to work accordingly.