4. Evaluate and track changes in customer relations over time

The customer-focused approach you implement aims above all to gain a better understanding of your customers' expectations, needs and practices. It also enables you to :

• change the image of the watch and the professionals (you can do a survey);

• change the image of customers in the eyes of professionals;

• foster partnerships (count them and talk about them together);

• Strengthen individual knowledge of the company's experts (e.g. intelligent internal directory, such as the "Yellow Pages", with employees sponsoring each other and publishing statistics);

• improve the quality and effectiveness of monitoring actions and limit costs (e.g. publish the results of your consultations, surveys and the actions you have taken...