Organizations serve their customers, and as an employee, you must focus on customers as well. To do that, you must understand your organization’s expectations for its customers and markets.
This course describes how organizations identify requirements, expectations, and preferences for customers and markets, and how they build relationships with customers and measure customer satisfaction. The course also expands your knowledge relevant to best professional practices and provides tools for improving your customer engagement. At the end of this course you should be able to:
+ Describe the history of marketing in your own words.+ Identify the four P’s of marketing.+ Describe the relationship between the market strategy and the organization’s mission.+ Review the importance of customer satisfaction and customer relationships.+ Understand the Baldrige criteria for customer focus excellence.
Wesley E. Donahue, Ph.D., PE, PLS, PMP, 6σ Black Belt (This email address is being protected from spambots. You need JavaScript enabled to view it.), is the course Master Instructor. Formerly, he was the director of Penn State Management Development, a self-supporting provider of education and training services to business and industry clients around the world. Before joining Penn State, he was co-founder and executive vice president of a manufacturing and specialty engineering firm; manager of corporate development and international manager of technology for a Fortune 200 company; and, professional associate of a worldwide provider of technical management professional services.
