Pennsylvania College of Technology

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.