4.2.2

Satisfying Customer Needs

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The Importance of Identifying and Satisfying Customer Needs

A consumer becomes a customer once a product or service has been sold to them. A business should identify the needs of potential customers and it should adapt to the changing needs of existing customers.

Consumers will buy it

Consumers will buy it

If a firm is identifying and meeting customers' needs then it is more likely that they will buy a product or service.

Market-driven

Market-driven

Being market-driven rather than product-driven means being driven by customers’ needs and then fulfilling them. This can:
- Increase sales.
- Improve current products and customer satisfaction.

The Market-Driven Approach

It is important for businesses to identify and satisfy customer needs. Being market-driven means focusing on customers' needs, rather than building a product and then searching for people to buy it. This can let a firm:

Find the correct marketing mix

Find the correct marketing mix

Identifying customers’ needs lets a business know how their product can be designed to serve customers best.
It also lets a company learn where customers shop, where to promote the product or service, which product/service to promote and what price customers are willing to buy a product/service.

Avoid costly mistakes

Avoid costly mistakes

Developing a new product or making adjustments to existing ones can need a lot of investment.
Being market-driven and developing products that customers need or want can avoid costly errors.

Be competitive

Be competitive

If a business satisfies a customer’s needs better than competitors do, then it is likely that a consumer will buy their product.
So identifying and satisfying customers’ needs is even more important when competing with businesses selling similar products.
Adapting to new customer needs is important for staying competitive as the business environment changes.

1

Business Activity & Influences on Business

1.1

Business Objectives

1.1.1Business Aims 1.1.2Business Objectives 1.1.3Business Objectives Change Over Time 1.1.4End of Topic Test - Business Aims 1.1.5Diagnostic Misconceptions - Profit

1.2

Types of Organisations

1.2.1Sole Traders & Partnerships 1.2.2Limited Companies 1.2.3Limited Liability 1.2.4Unlimited vs Limited Liability 1.2.5Not For Profit & Franchises 1.2.6Multinational Companies 1.2.7End of Topic Test - Business Ownership 1.2.8Application Questions - Business Ownership 1.2.9Diagnostic Misconceptions - Company vs Business 1.2.10Diagnostic Misconceptions - Owners vs Shareholders

1.3

Classification of Businesses

1.4

Decisions on Location

1.5

Business & the International Economy

1.5.1Globalisation 1.5.2Exchange Rates

1.6

Government Objectives & Policy

1.6.1Government Objectives 1.6.2The Government & Business Activity 1.6.3Interest Rates 1.6.4Interest Rates - Calculations 1.6.5Diagnostic Misconceptions - Recessions

1.7

External Factors

1.7.1External Factors

1.8

What Makes a Business Successful?

1.8.1Measuring Success 1.8.2Reasons for Failure

2

People in Business

2.1

Internal & External Communication

2.1.1Communication

2.2

Recruitment & Selection Process

2.2.1Types of Employment 2.2.2Recruitment Stages 2.2.3Effective Recruitment 2.2.4Legal Controls Over Employment 2.2.5Diagnostic Misconceptions - Internal Recruitment

2.3

Training

2.4

Motivation & Rewards

2.4.1Motivation in the Workplace 2.4.2Financial & Non-Financial Methods 2.4.3End of Topic Test - The Workforce 2.4.4Application Questions - The Workforce 2.4.5Diagnostic Misconceptions - Money

2.5

Organisation Structures

2.5.1Organisational Structures 2.5.2Centralised vs. Decentralised Structures 2.5.3Tall & Flat Organisations 2.5.4Functional Areas Within a Business 2.5.5End of Topic Test - Org Structure

3

Business Finance

3.1

Sources of Finance

3.1.1Internal & External Sources of Finance 3.1.2Factors Affecting Sources of Finance

3.2

Cash Flow Forecasting

3.2.1Cash Flow 3.2.2Consequences of Cash Flow Problems 3.2.3Cash Flow - Calculations 3.2.4Solutions to Cash Flow Problems 3.2.5Diagnostic Misconceptions - Cash Flow

3.3

Cost & Break-Even Analysis

3.3.1Costs, Revenue & Profit 3.3.2Profit, Average Unit Cost & Interest 3.3.3Costs - Calculations 3.3.4Revenue - Calculations 3.3.5Break-Even Analysis 3.3.6Profit & Losses - Calculations 3.3.7End of Topic Test - Finance 3.3.8Grade 9 - Finance 3.3.9Diagnostic Misconceptions - Fixed Costs 3.3.10Diagnostic Misconceptions - Break-even

3.4

Financial Documents

3.4.1Financial Statements 3.4.2Income Statement 3.4.3Understanding Business Performance

3.5

Account Analysis

3.5.1Business Calculations 3.5.2Gross Profit - Calculations 3.5.3Net Profit - Calculations 3.5.4Business Calculations 2 3.5.5Business Calculations 3 3.5.6Liquidity

4

Marketing

4.1

Market Research

4.1.1Market Research 4.1.2Forms of Market Research

4.2

The Market

4.2.1Customer Needs 4.2.2Satisfying Customer Needs 4.2.3Market 4.2.4The Competitive Environment 4.2.5Market Segmentation 4.2.6Market Mapping - Price vs Quality 4.2.7End of Topic Test - Marketing 4.2.8Application Questions - Marketing 4.2.9Diagnostic Misconceptions - Competition

4.3

The Marketing Mix

5

Business Operations

5.1

Economies & Diseconomies of Scale

5.1.1Economies of Scale 5.1.2Diagnostic Misconceptions - Economies of Scale

5.2

Production

5.2.1Production Processes 5.2.2Flow and Batch Production 5.2.3Production Efficiency 5.2.4Technology & Production 5.2.5Diagnostic Misconceptions - JIT vs JIC

5.3

Factors of Production

5.3.1Factors of Production

5.4

Quality

5.4.1Importance of Quality 5.4.2Identifying Quality 5.4.3Total Quality Management 5.4.4End of Topic Test - Operational Decisions

Jump to other topics

1

Business Activity & Influences on Business

1.1

Business Objectives

1.1.1Business Aims 1.1.2Business Objectives 1.1.3Business Objectives Change Over Time 1.1.4End of Topic Test - Business Aims 1.1.5Diagnostic Misconceptions - Profit

1.2

Types of Organisations

1.2.1Sole Traders & Partnerships 1.2.2Limited Companies 1.2.3Limited Liability 1.2.4Unlimited vs Limited Liability 1.2.5Not For Profit & Franchises 1.2.6Multinational Companies 1.2.7End of Topic Test - Business Ownership 1.2.8Application Questions - Business Ownership 1.2.9Diagnostic Misconceptions - Company vs Business 1.2.10Diagnostic Misconceptions - Owners vs Shareholders

1.3

Classification of Businesses

1.4

Decisions on Location

1.5

Business & the International Economy

1.5.1Globalisation 1.5.2Exchange Rates

1.6

Government Objectives & Policy

1.6.1Government Objectives 1.6.2The Government & Business Activity 1.6.3Interest Rates 1.6.4Interest Rates - Calculations 1.6.5Diagnostic Misconceptions - Recessions

1.7

External Factors

1.7.1External Factors

1.8

What Makes a Business Successful?

1.8.1Measuring Success 1.8.2Reasons for Failure

2

People in Business

2.1

Internal & External Communication

2.1.1Communication

2.2

Recruitment & Selection Process

2.2.1Types of Employment 2.2.2Recruitment Stages 2.2.3Effective Recruitment 2.2.4Legal Controls Over Employment 2.2.5Diagnostic Misconceptions - Internal Recruitment

2.3

Training

2.4

Motivation & Rewards

2.4.1Motivation in the Workplace 2.4.2Financial & Non-Financial Methods 2.4.3End of Topic Test - The Workforce 2.4.4Application Questions - The Workforce 2.4.5Diagnostic Misconceptions - Money

2.5

Organisation Structures

2.5.1Organisational Structures 2.5.2Centralised vs. Decentralised Structures 2.5.3Tall & Flat Organisations 2.5.4Functional Areas Within a Business 2.5.5End of Topic Test - Org Structure

3

Business Finance

3.1

Sources of Finance

3.1.1Internal & External Sources of Finance 3.1.2Factors Affecting Sources of Finance

3.2

Cash Flow Forecasting

3.2.1Cash Flow 3.2.2Consequences of Cash Flow Problems 3.2.3Cash Flow - Calculations 3.2.4Solutions to Cash Flow Problems 3.2.5Diagnostic Misconceptions - Cash Flow

3.3

Cost & Break-Even Analysis

3.3.1Costs, Revenue & Profit 3.3.2Profit, Average Unit Cost & Interest 3.3.3Costs - Calculations 3.3.4Revenue - Calculations 3.3.5Break-Even Analysis 3.3.6Profit & Losses - Calculations 3.3.7End of Topic Test - Finance 3.3.8Grade 9 - Finance 3.3.9Diagnostic Misconceptions - Fixed Costs 3.3.10Diagnostic Misconceptions - Break-even

3.4

Financial Documents

3.4.1Financial Statements 3.4.2Income Statement 3.4.3Understanding Business Performance

3.5

Account Analysis

3.5.1Business Calculations 3.5.2Gross Profit - Calculations 3.5.3Net Profit - Calculations 3.5.4Business Calculations 2 3.5.5Business Calculations 3 3.5.6Liquidity

4

Marketing

4.1

Market Research

4.1.1Market Research 4.1.2Forms of Market Research

4.2

The Market

4.2.1Customer Needs 4.2.2Satisfying Customer Needs 4.2.3Market 4.2.4The Competitive Environment 4.2.5Market Segmentation 4.2.6Market Mapping - Price vs Quality 4.2.7End of Topic Test - Marketing 4.2.8Application Questions - Marketing 4.2.9Diagnostic Misconceptions - Competition

4.3

The Marketing Mix

5

Business Operations

5.1

Economies & Diseconomies of Scale

5.1.1Economies of Scale 5.1.2Diagnostic Misconceptions - Economies of Scale

5.2

Production

5.2.1Production Processes 5.2.2Flow and Batch Production 5.2.3Production Efficiency 5.2.4Technology & Production 5.2.5Diagnostic Misconceptions - JIT vs JIC

5.3

Factors of Production

5.3.1Factors of Production

5.4

Quality

5.4.1Importance of Quality 5.4.2Identifying Quality 5.4.3Total Quality Management 5.4.4End of Topic Test - Operational Decisions

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Customer Needs

Market