THE CUSTOMER – ORIENTED APPROACH: THE CONCEPT AND KEY INDICATORS OF THE CUSTOMER DRIVEN COMPANY

The theoretical background of the customer - oriented approach is considered. The author’s understanding of this concept for nowadays is to pay much attention to indicators of customer focus, dividing them into external, such as customer satisfaction and loyalty index; and internal, which are based on the performance of staff involvement. The concept of customer focus today - is the basis of competitiveness, sustainable development of the company through effective alignment of business processes of the organization of client relations