A well-grounded program focusing on customer success involves a thorough understanding of

individual customers’ requirements. Here's why:

Customer-Centric Approach: Understanding specific needs and requirements allows a company to

tailor its products, services, and interactions to better meet customer expectations.

Customization: By recognizing individual p

, companies can offer customized solutions that

enhance customer satisfaction and loyalty.

Long-Term Relationships: A deep understanding of customers fosters long-term relationships built on

trust and mutual benefit.

Competitive Advantage: Companies that excel in understanding and meeting customer needs

differentiate themselves from competitors, leading to higher customer retention and success.

Reference:

Hanan, M., & Karp, P. (1991). Customer Satisfaction: How to Maximize, Measure, and Market Your

Company's "Ultimate Product". AMACOM.

Gale,

B. T. (1994). Managing Customer Value: Creating Quality and Service That Customers Can See.

Free Press.

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