Customer-Centric Marketing Strategy versus Employee-Focused Service Delivery in Modern Business Organizations
Overview
This coursework assignment examines the effectiveness of traditional customer-focused marketing approaches in modern business. The paper argues that organizations should shift emphasis from extensive customer acquisition to building employee loyalty and focusing on service delivery, supported by contemporary business philosophies and marketing research.
What this coursework covers
- Question 1: Critique of customer-centric marketing and proposal for employee-focused strategy
- Question 2: Analysis of transactional versus relationship marketing and cost implications
- Solutions: Recommendations including digital marketing adoption, selective product focus, and maintaining adequate marketing budgets
Preview
Coursework 3.4.CD
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Question 1
It is a norm in modern business organizations to give priority to customers. Marketers work towards improving value and building customer relationships to improve profitability (Armstrong, Kotler, Harker & Brennan, 2019). With the advancement in technology, it is essential to revisit queries to determine whether these customer-based marketing techniques are efficient.
Business philosophies are dynamic and unpredictable; what works for us today might not be relevant in a few years. There is no guarantee that customers will be loyal with the rise of new businesses every day; hence focusing on many customers could affect a company’s strategic success since a lot of time is wasted convincing and enticing customers. The time and energy, if channeled productively to focus on sales based on customer service, the cost of marketing personnel will be cut down to improve profits.
Psychologists and entrepreneurs are coming up with new marketing tools geared towards abandoning the best practices (Burkus, 2016). It would be a bad idea for companies to focus on too many customers because these new changes aim at concentrating on employees more than the customers. As competition between organizations advances towards service delivery, companies should build employee loyalty to improve service delivery to customers.
Focusing on customers to improve profits has been a useful tool in marketing over the years. New methods should be employed, and focus shifted towards production and service delivery since customers are getting more informed and more liberal.