CUSTOMER ORIENTATION

“A way of doing business that has customers at the heart of the company”

It is a competition philosophy that extends to the whole company, with the customer at its center; it is customer-oriented business. From this point of view, it is a very effective "Weapon of Competition" when applied correctly...

To summarize from this respect, CRM is a customer-centered competition philosophy that extends throughout the company.

• Customers recognize the relationship when they see it,

• “Relationship” is for “special occasions” for them

• Customers return to the place where they feel special

• If you ask them they will tell you how they feel: Trust, efficiency, cooperation, support, value.

• Most of the dialogues with the customer are not included in the scope of relationships. In fact, most of them want relationships, only some do not.

CRM is not Technology! Because CRM is built on "systems" to ensure constant information exchange, quick feedback and being proactive. Technology cannot do this alone; it is necessary to be appropriately prepared in terms of human resources and organizational structure.

So CRM is a long journey; This journey must first be designed, embraced by all stakeholders, and find its place in the organization "holistically". In order for this change to be culturally embedded in the business, everyone must be mobilized and supported at all levels to align all functions with the customer.

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