To have customer focus, is to have basic business orientation. It is unfortunate that generally not all employees have it from the beginning. This is especially true for non customer-facing departments. To over-generalize things, the various departments of an organization are either doing sales or supporting sales.
Customer focus refers to the idea and philosophy that the customer is the end point in the value chain of the business and is the reason for which the entire business is set up in the first place. It is to realize that it is the customer's needs and desires are the starting point of the profit proposition and the business processes need to be aligned and geared towards the same. Its internal implication also implies having a sound business orientation of all the employees. Even back-end support function employees must not work in a silo and look at only their own department. Secondly, except for front facing departments, most of the other departments only talk about customers. They too need to realize that they need to talk to customers, instead of talking about them. In fact, the HR department must ensure that the customer orientation is done in its own self first before launching an initiative for this. When the employees are customer-centric in their view of the business, their whole approach towards execution and performance excellence changes. Learning and development suddenly assume a whole new level of importance.