Year of Graduation
Implementation of Client Orientation Mechanism Using Company N as an Example
The interest to study the theme of client orientation grows among Russian and foreign academics every year. However, in emerging markets, such as Russia, the theme is not studied enough. Many Russian companies experience difficulties in the area of client orientation. The goal of this Master’s degree dissertation is to develop a client orientation mechanism for a company, as well as a process of its practical implementation. A case study method was chosen as the research methodology: research is conducted within one company. As a result of the research study, practical recommendations are provided to improve the company’s client orientation. Namely, a mechanism to orient a company towards its clients and a process to implement this change are developed. Key words: client relations, client orientation, client orientation mechanism, processes improvement, implementation of new processes.