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Total Quality Management, 2nd Edition by Poornima M. Charantimath

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15

Customer-driven Quality

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.”

Peter F. Drucker

Upon completion of this chapter, you will be able to:

  1. Explain customer focus
  2. Understand customer relationship management (CRM)
  3. Discuss customer value management
  4. Learn CRM in the context of B2B and B2C
  5. Describe e-CRM

Introduction

A healthy organization, motivated workforce, delighted customers are all part of a cyclic phenomenon. A dedicated and loyal workforce will refl ect, in a positive way, the company and its values. They will work towards taking the company towards the growth path. Increased brand value translating into augmented revenues and increased share of profits for the company ...

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