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Satisfy your customers to strengthen your business


The concept of the all-powerful customer is nothing new; Peter Drucker wrote long ago that 'there is only one valid definition of business purpose – to create a customer'.

Having created customers, the next step is to satisfy them: 'customer satisfaction' has become the great watchword of business. This is by no means solely because of management's shining conversion to the paths of righteousness. External pressures have been paramount.


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