How customer service affects the success of the organisation?

"There is only one valid definition of business purpose: to create a customer. It is the customer who determines what a business is. What the business think it produces is not of first importance - especially not to the future of the business and to its success. What the customer thinks he is buying and considers 'value' is decisive - it determines what a business is, what it produces and whether it will prosper." - as summarized by Peter Drucker, 1989,(3).

"There is only one valid definition of business purpose: to create a customer. It is the customer who determines what a business is. What the business think it produces is not of first importance - especially not to the future of the business and to its success. What the customer thinks he is buying and considers 'value' is decisive - it determines what a business is, what it produces and whether it will prosper." - as summarized by Peter Drucker, 1989,(3).

A total customer satisfaction program benefits you in several ways:

  • increase repeat purchase;
  • increase the dollar value of purchase;
  • ease your cashflow;
  • creates positive word-of-mouth promotion for your company;
  • differentiate you from your competition;
  • minimize price sensitivity;
  • improve employee morale;
  • retains your customers;
  • increase your productivity;
  • foster better employee/supplier relatioship
  • (answered by saranrajh)