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CHE COSA SIGNIFICA AZIENDA CLIENT CENTRIC

La traduzione letterale nella lingua italia della locuzione Client centric sta per azienda Cliente centrica o azienda concentrata sui clienti. Il più delle volte le locuzioni in lingua inglese sono le più efficaci. La formula Client centric l’ho scoperta in un libro edito dalla Wharton School, dal titolo il Cliente come investimento. La wharton School é la più antica università degli USA.. Siccome l’ho trovata efficace  l’ho fatta mia.

Sul piano empirico Azieda Client centric è ogni azienda che ha adottato il cliente come ragione della propria sopravvivenza. Quindi il cliente diventa il fine dell’azienda. Tutte kle altre funzioni aziendali quali, controllo di gestione, produzione, manazzino, contabilità, etc. son propedeutiche all’approccio Client centric

Le implicazioni che ne derivano sono diverse.

La prima,  ogni cliente, per essere tale, dev’essere complementare alla nostra azienda. Ciò significa che acquistando da noi il cliente ritiene di poter soddifare le proprie aspettative.

La seconda, di ogni cliente bisogno poter calcolare il valore, la durata media, la misura potenziale di crescita

La terza, occorre essere in grado di calcolare il break even clienti

La quarta, ogni cliente va considerato unico.

L’approccio Cliente centric va affrontato come un processo. Esiste un protocollo che va implementato.

Di fatto per diventare  Cliente centric  ogni azienda deve riposizionarsi. Deve cioè modificare radicalmente il proprio approccio nei confronti dell’ambbiente esterno.

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