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INTERPRETING THE CRITERIA FOR CUSTOMER AND MARKET FOCUS (3)
• Evidence that data are collected on each major service measure.
• Data on extent to which standards are met is fed back to appropriate employees and used to
improve performance.
• Processes for meeting or exceeding customer requirements are continually improved.
(3) Customer Segmentation How do you use information on customers,
markets, and product offerings to identify current and anticipate future
customer groups and market segments? How do you consider competitors’
customers and other potential customers and markets in this segmentation?
How do you determine which customer ...