مجلة الباحث
Volume 21, Numéro 1, Pages 97-111

The Impact Of Key Customer Focus Kcf On Competitive Priorities Case Study: Telecoms Operators In Algeria

Authors : Boudiaf Ilyes .

Abstract

We aim through this study mainly to measure the effect of key customer focus KCF on competitive Priorities through its factors. We have followed descriptive, inductive and experimental approaches. Where we have developed a model that shows the relationship between the variables and its effects (key customer focus and competitive Priorities). In this study, we depended on new trends toward the customer as customer voice, customer retention, customer value, customer satisfaction and loyalty. This study was conducted on a sample of 153 individuals from 33 telecom agencies or commercial spaces in Algeria (8 WTA, 11 OTA, 14 AT), where the main results of this study showed the existence of a (strong - positive) correlation and effectiveness of KCF and the competitive Priorities. The study focused on the key customers for the benefits of this approach to the organization, such as reducing the effort, costs, and time. In addition to focusing on qualitative indicators of customer behavior. As prospects for the study, it is directed towards the stakeholders and the forces affecting the company’s work and tasks caused by their impact on the strategies of the company and its activities. And Focus on managing customer knowledge before creating a relationship.

Keywords

key customer; customer focus; competitive Priorities; telecommunication.