The customer service perspective
The Customer Service Perspective
In every business, the most important aspect of the organization is to retain customers and attract more at the same time. This concept can be achieved if the customer service department plays their cards well. The nature of service a customer receives from the reception will determine his or her comeback. In addition, it also plays a vital role in achieving organizational goals. Therefore, it is vital for all businesses whether small or big to undertake a strategic performance management exercise that will help in analyzing the financial status of the company. In addition, it will help the company know how they are performing and the kind of innovations they need to implement to improve their services to meet the demands of the consumers and increase the company’s revenue.
When developing a marketing strategy it is important to allow other departments within the company to take part in the strategy. Stakeholders also play a huge role in giving ideas that may be hidden to the business developer. In addition, the company should consider the needs of the marketing team and do its best to help them achieve their goals (Medivo: Finding the right investors and customers is key to business success, n.d., para.3). Through an external and internal environmental analysis, the business developer will be in a position to create the best marketing alternative that will increase the company’s sales.
While undertaking a balanced scorecard (BSC) to identify the performance of the company, the strategy tries to analyze four related aspects in a balanced way. BSC analyses consumer perspective, in that it explains how the customer views the company. It also considers the internal perspectives, which means that it helps the company understand how what it should do to excel. In addition, innovation and learning is another aspect that BSC analyses to help the company understand the training it can undergo to improve performance and create more value. Therefore, all these aspects work hand in hand to make sure that customer service is performed as expected and a step towards achieving a company’s financial goal (The importance of customer service, n.d., para. 2).
it is important to note that all problems start from within the company. This means that the people who are carrying out the marketing issues should be well equipped. They should have good knowledge of the products they are marketing and they should follow the best strategy to achieve higher sales. A marketing team should encourage constant research to be up to date with the current market trends. For example, the business developer should endeavor to organize meetings and invite prominent business marketers to talk to the marketing team. Such events can allow the marketing team to understand their roles and initiate new strategies of identifying new clients. In addition, it is important to note that allowing employees to go on additional training that are related to their roles and responsibilities will increase their intelligence on marketing issues, motivation and productivity (Nadeem, 2010, para. 1).
Research has proven that most small businesses do not appreciate the use of Balanced score card and they assume that it is time consuming and less effective. As sad earlier, consumers are the most important aspect in a company’s development. For instance, Hyde Park Electronics uses BSC to translate strategy to operational terms. This means that it evaluates performance of the employees to determine the general performance of the company (Lussie, n.d., p. 1). If the company undertakes regular checks to identify where the company goes wrong in terms of service delivery, it is always in a position to rectify mistakes easily.
Competition is common among various companies and if SME’s want to meet their s objective, then it is important to study the market trends and analyze them appropriately.Research has proven that most businesses in progress have competitors. This means that, the people have some people may be intrigued to start a business because a friend is doing the business and gets super profits. However, it is vital to not that; anyone can start a business with or without money. The only difference will be the capacity to stay in the race whatever the circumstance. While undertaking competitor analysis it is vital to note that, identifying the right consumers will make marketing easier (Medivo: Finding the right investors and customers is key to business success, n.d., para 4). This can be done via locating people who are directly connected with upcoming projects for example, contractors, engineers or interior decorators. Proving to them the importance of the company’s product will help marketer get more clients via such personalities.
Conclusion
Balanced score cards are essential to all businesses small or big. It is important to understand the nature of employees who work for a company, as they will determine the company’s success (Customer service perspective, 2012, para 3).Training and innovations should be encouraged all through. This will help the company understand the different situations it may be in and solve them accordingly.
Reference List
Customer service perspective. (2012). Retrieved March 10, 2013, from
http://writeacademic.com/business-and-management/customer-service-perspective/
Lussie, R. N. (n.d.). Entrepreneurs using a balanced scorecard to translate strategy into
objectives and measures. Retrieved March 10, 2013, from
http://www.sbaer.uca.edu/research/sbi/2003/papers/03.pdf
Medivo: Finding the right investors and customers is key to business success. (n.d.). Retrieved,
March 10, 2013, from
http://www.entrepreneurship.org/en/resource-center/entrepreneur-medivo.aspx
Nadeem, M. (2010). Role of training in determining the employee corporate behavior with
respect to organizational productivity: developing and proposing a conceptual model. Retrieved, March 10, 2013, from
http:// ccsenet.org/journal/index.php/ijbm/article/download/8509/6352
The importance of customer service. (n.d.). Retrieved March 10, 2013, from
http://businesscasestudies.co.uk/business-theory/operations/the-importance-of-customer-service.html#axzz2NAFKFB00
