Club_It;_Part_One

Club IT is a downtown music venue owned and managed by Ruben Keys and Lisa Tejada both of them has a degree in Business. Their mission for Club IT is to offer live music, DJ’s, space for dancing and food and drinks that suit the lifestyles of their clientele. They are trying to make a place where the community can meet regularly. To achieve this goal, Ruben and Lisa will need to implement a customer-orientation strategy that will promote long term customer relationships. Ascribing to a customer relationship- based methodology for a business demands a shift in the culture and a change in corporate attitude. There are three vital steps to a customer-orientation strategy: they empower your people; aligning organizational capabilities; and know your customers. Determining the customers’ needs and aligning your strategic business model will help to improve the customers’ experience. But all your efforts will fail if you do not empower your employees to provide excellent customer service at the time of contact. Employees, which are empowered, have the tools necessary to provide the best service in the industry. One way you can empower your employees would be to teach them basic business skills. When your employees can see the correlation between their own jobs and the company’s bottom line, they will be able to make better decisions that will allow them to improve the customer experience. Another way you could empower your employees would be to implement a customer-centric business management model. Each employee in one way or another adds or detracts from the customer experience whether he or she are in sales or marketing, support or customer relations, everyone in a company is responsible for making a business successful in providing the best products and services available. When the entire business understands what its goals and objectives are, it can then prioritize them to best fit the business strategy; they are then ready to provide the best customer experience. Monitoring the effectiveness of that strategy by measuring its success and then rewarding individual efforts to align and develop the desired mind-sets and actions will keep employees’ content and your business successful (Ng-Chee, 2004). Upon determining your customers’ specific requirements you will need to focus your organizations ability to build upon your offering showing its value over the competition. To maintain product relevance, Club IT must not become complacent but rather stay relevant to the customers’ needs. Continually determining the customers’ specific needs will allow Club IT to be innovative to better suit their ever changing needs. There are various methods of interaction with the customer base, from direct print mailings to digital mail, Internet presence to trade show events and exhibitions, frequently updating the substance of these touch-points is essential to illustrate the company’s relevance in the global market-place. It is human nature to want to be remembered and treated with respect. Understanding your customers’ expectations is a foundational pre-condition that will allow you to provide excellent customer service that stands-out from how other companies treat them. In determining your customers’ expectations you will be able to identify accurately the values customers look for, thereby saving valuable employee time and energy. In a customer orientation- based strategy, a reliable customer scheme makes up the basis of competition in regard to manufactured goods and pricing to the value of your offering. Each time you have contact with a customer, which interaction will either benefit or detriment from your business potential. Learning your customers’ requirements leads to improved interactions with them who in-turn leads to a significantly improved value to Club ITs market position. Information that is not readily accessible is information that is not used. Building a Knowledge Management System allows individual employees the ability to make relevant decisions that benefit not only the customer but also the business as well. The main role of a Knowledge Management System is to make important information accessible to the appropriate groups and departments. Knowledge Management is a resource that requires total commitment by all members of Club IT to be an effective tool. A fully vetted and proven technical solution should be implemented. The information that Club IT has needs to be acknowledged by staff members who understand how that information may affect the organization, then that information must be made accessible to others by use of information systems. An individuals’ knowledge must be effectively mutual to benefit all members of Club IT to maintain continuity throughout the business. Club ITs goal is to become a “Learning Organization.” By using an effective information systems tool, Club ITs intellectual resources can be effectively changed into “Business Intelligence” and be collective throughout the entire company. A customer-oriented business strategy is the beginning of customer commitment, it is essential for business prosperity and expansion. All organizations rely on customers, maintaining those relationships they will lead the charge to continued success. By building an infrastructure that will allow employees to better maintain those relationships, Club IT could succeed in which other organizations fail. Committing to implement and utilize use these tools will help to focus your business to be accurately customer-centric. Reference Ng-Chee, C. (2004). Three Critical Steps to Customer-centric Business Orientation Retrieved September 15, 2009, from http://www.mcore-asia.com/PDF/Three-2520Critical-2520Steps-2520to-2520Customer-centric-2520Business-2520Orientation.pdf