Читать книгу A Customer-oriented Manager for B2B Services - Valerie Mathieu - Страница 17

While it is clear that customer orientation is a relevant strategic approach, the challenge is to implement it within the company. A gap may exist between what the company says about its customer orientation and what its customers say about it.

When it comes to customer orientation, it is not so much what the company says, but what the customer perceives. Cap Gemini Consulting, in a 2014 research report, highlighted this potential divergence: “56% of companies claim to be customer oriented. Only 12% of their customers approve!”⁶