CUSTOMER ORIENTED APPROACH FOR DEVELOPMENT OF THE COMPANY

1 GELMANOVA Zoya
Co-authors:
1 KRIVTSOVA Olga
Institution:
1 Karaganda State Industrial University, Republic avenue 30, Temirtau, Kazakhstan, zoyakgiu@mail.ru
Conference:
28th International Conference on Metallurgy and Materials, Hotel Voronez I, Brno, Czech Republic, EU, May 22nd - 24th 2019
Proceedings:
Proceedings 28th International Conference on Metallurgy and Materials
Pages:
1781-1786
ISBN:
978-80-87294-92-5
ISSN:
2694-9296
Published:
4th November 2019
Proceedings of the conference were published in Web of Science and Scopus.
Metrics:
49 views / 25 downloads
Abstract

The article analyzes the approaches of different authors to understanding the essence of the term "customer-oriented". Based on the McKinsey "7C" model, various aspects of the client-oriented approach are demonstrated. A substantial model of customer orientation is proposed on the example of ArcelorMittal Temirtau one of the most important plants in the Asian region for the largest steel company ArcelorMittal International. The model allows, on the one hand, to structure the orientation to the client, and on the other - to evaluate this competence in the company. The basic values of client-orientedness are determined. The main approaches of economists to understanding competences and allocation of key competencies are analyzed. The main new competences are proposed the strategic vision in the context of the modern development of the theory of relationship management. The client-oriented strategy of the company is formulated. The reasons and peculiarities of the renaissance of client-oriented behavior of firms in modern conditions of economic re-industrialization are investigated. Within the framework of the conducted research the client-orientation was evaluated, in the interests of achieving the leading positions in the target markets, using the example of ArcelorMittal Temirtau.

Keywords: client, customer, customer orientation, key customer management, key competencies.
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