SERVICIO NACIONAL DE APRENDIZAJE (SENA)

TECNOLOGO EN GESTION LOGISTICA

EVIDENCIA

MIND MAP CUSTOMER FOCUS

PRESENTADO POR:

ANDRES FELIPE CRUZ CUELLAR

NELA LUZ MARTINEZ MADERA

FICHA: 1852603

15 DE SEPTIEMBRE DEL 2020

INTRODUCTION:

In order for a business to grow successfully and dominate the market, it must first focus on
determining who its customers are, specifying which are the success factors that respond to their
needs, requirements and expectations.

After this, establish effective processes that allow them to generate products and services in
accordance with the needs, requirements and expectations of their customers, focusing efforts on
improving processes and developing measurable methods that can be and evaluated.

Finally, you must prioritize the types of customer needs, understanding that there are higher or
secondary needs that the individual has and that must be satisfied.

MENTAL MAP OF CLIENTS NEEDS

CONCLUSION

By carrying out this activity it is understood that it is not simply about selling a product and leaving
the customer aside. If possible, you should speak with them in person or by phone. Ask them their
opinion about the quality of the product or service, about the care received at the time of
purchase and the relationship of all the above with the price paid.

Listening to customers will allow us to realize what are our strengths and weaknesses about our
product and the company. This would help us to implement action plans that allow us to change
the situation and continue to improve in order to be more competitive.
CIBERGRAFIA

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