The Role of Communications in the Implementation of the Client-Oriented Approach in the Company’s Activities

doi:doi:10.12737/article_5ab4e29da400a4.49154244

UDC 81

The Role of Communications in the Implementation of the Client-Oriented Approach in the Company’s Activities

Published в Scientific Research and Development. Modern Communication Studies · Volume 7, Issue 2, 2018 · Pages 68–73 · Rubrics: Image, advertizing and business communication

DOI 10.12737/article_5ab4e29da400a4.49154244

Received: 23.03.2018 Accepted: 05.04.2018 Published: 05.04.2018 Language of publication: RUS

ABSTRACT

The article considers the role of communications in the implementation of the client-oriented approach in the company’s activities. The author summarized the methods of obtaining information about the basic values of consumers. Methods for investigating customer expectations are analyzed. Methods for creating additional utility for the consumer are defined. Significant for consumer parameters of communication with employees of organization were researched. Forms and mechanisms of intraorganizational communications are defined. The tasks of communication in the organization are formulated.

KEYWORDS

client-oriented strategy communication consumer expectations intraorganizational communications.

Information Text References

Type:

Article

Pages:

from 68 to 73

Status:

Published

Subject area:

UDC 81

Language:

Russian, English

Keywords:

client-oriented strategy, communication, consumer expectations, intraorganizational communications.

Text

Клиентоориентированную стратегию будем определять как подход к управлению организацией, обеспечивающий ей конкурентоспособность, получение устойчивой дополнительной прибыли, посредством выявления, привлечения и удержания прибыльных клиентов, выработки лояльности и обратной связи с клиентами, повышения качества их обслуживания и удовлетворения специфических потребностей.

References

1. Balakshin M.E. Doverie kak osnovanie razvitiya delovykh partnerskikh otnosheniy. Kand. Diss. [Trust as the basis for the development of business partnerships. Cand. Diss.]. Moscow, 2011. Available at: http://www.dissercat.com/content/doveriekak-osnovanie-razvitiya-delovykh-partnerskikh-otnoshenii

2. Mel’nikova I.Yu. Izuchenie potrebiteley pri vnedrenii marketingovo-orientirovannogo podkhoda [Studying consumers when implementing a marketing-oriented approach]. Vektory razvitiya nauki [Vectors of the development of science]. Ufa, AETERNA Publ., 2015, p. 144

3. Mel’nikova I.Yu. Razvitie sistemy vnutriorganizatsionnykh kommunikatsiy [Development of the system of intra-organizational communications]. Teoreticheskie i prakticheskie aspekty razvitiya nauchnoy mysli v sovremennom mire. Sbornik statey VII Mezhdunarodnoy nauchno-prakticheskoy konferentsii [Theoretical and practical aspects of the development of scientific thought in the modern world. Collection of articles of the VII International Scientific and Practical Conference.]. Ufa, 2015, pp. 154-157.

4. Rechkova T.A. Klientoorientirovannyy biznes glazami potrebitelya [Client-oriented business through the eyes of the consumer]. Aktual’nye problemy ekonomiki i upravleniya v XXI veke [ctual problems of economics and management in the XXI century]. Novokuznetsk, 2017, p. 72. Available at: http://library.sibsiu.ru/LibrPublicationsSectionsPublications.asp?lngSection=91, svobodnyy. - Zagl. s ekrana.

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