Customer Focus

This supplier/customer chain is central to the ability of any organization to delight its customers, survive and grow. As with any chain, the supplier/customer chain is as good as its weakest link, and if any link is not meeting its internal customers' needs the external customer has no chance of being satisfied, let alone delighted.

This module focuses on the identification of those needs and how you can plan to meet them. It will therefore take you through the stages of analyzing information and preparing plans which match your departmental or organizational operations to what your customers need and want. You will look at what marketing really means as a philosophy, as well as a range of techniques you can use. Throughout this module you will see clear emphasis on the essential recognition that customer needs are what drive effective and profitable organizations.

Objectives

At the end of this module you will be able to:

• analyze market needs and opportunities
•  collect information relating to customer needs
•  recognize the various levels of customer service
•  identify and develop customer relationships with your organization
• prepare marketing plans relating to the elements of the marketing mix; the 4 P's - price, place, product and promotion
• assess your department's or organization’s ability to meet customer needs
• organize and present appropriate information to customers.

Underpinning Competencies:

• Listening Organizing
• People enablement
• Identifying and Solving problems

Author(s): Jon Warner
Publisher: Worldwide Center for Organizational Development
Publication Date: ©2007, All Rights Reserved

The 20-20 MDS® series by WCOD is a management and leadership development program designed for professionals seeking to improve their management and leadership skills to help them reach their potential in the work world.  Until now, the courses and workshops in this program were only available as a complete course of study within an accredited program.  WCOD has recently begun making the eLearning courses and workshops from this management and leadership development program available to learners, trainers, coaches and consultants on a course-by-course basis. 

The 20-20 MDS® Workshop Participant Workbooks accompany the Workshop Course Packs.  These Workshop Course Packs provide a fully scripted PowerPoint presentation on the topic which can be used as-is or tailored as much as necessary to meet participant needs.   The Participant Workbooks include key materials from the presentation, and provides space for attendees to write their reflections, notes on exercises, discussion summaries and more.   

Note, when you purchase a Workshop Course Pack, you are provided with an editable PowerPoint file which you may save, adapt and reuse over and over.  In addition, once you have placed the Course Pack in your shopping cart, you will be given the option to add one participant workbook to your cart at no charge, so that you have a sample of the workbook.  If you wish to have your participants utilize the workbook in your course, you must purchase a license to make additional copies of the workbook for all your participants.  It is a violation of the copyright of this material to make unauthorized copies.  Volume pricing is available.

The 20-20 MDS® series courses and workshops are most appropriate for use with aspiring, junior or middle managers seeking to improve their management and leadership skills to help them reach their potential in the work world. These presentations contain a useful mix of theory, practical explanation of concepts and offer the chance to engage with the material through discussions and activities in group situations.

The 20-20 MDS® Trainer’s Workshop Participant Workbooks are designed to be used in conjuction with the Workshop Course Packs used by Trainers, Facilitator, Coaches and other professionals who are leading individuals on a learning journey.

These resources are provided as downloadable materials. Once your purchase has been completed, you will be provided with a link to download your file.

If you wish to print multiple copies of this Workbook for your course, you must purchase a license to make additional copies of the workbook for all your participants. It is a violation of the copyright of this material to make unauthorized copies. Licenses for making additional copies of the Participant Workbooks are available in this store, under the “Course Kits” category and the “Course Resources” category. Volume pricing is available for these reprint permissions.