{"id":3963,"date":"2011-02-05T14:55:20","date_gmt":"2011-02-05T12:55:20","guid":{"rendered":"http:\/\/www.altso.org.tr\/genel\/altso-2011-kisisel-egitim-programlari-basladi\/"},"modified":"2011-02-05T14:55:20","modified_gmt":"2011-02-05T12:55:20","slug":"altso-2011-kisisel-egitim-programlari-basladi","status":"publish","type":"post","link":"https:\/\/www.altso.org.tr\/en\/genel\/altso-2011-kisisel-egitim-programlari-basladi\/","title":{"rendered":"ALTSO 2011 K\u0130\u015e\u0130SEL E\u011e\u0130T\u0130M PROGRAMLARI BA\u015eLADI"},"content":{"rendered":"

M\u00dc\u015eTER\u0130Y\u0130 MEMNUN ETMEK EK\u0130P \u00c7ALI\u015eMASIYLA OLU\u015eUR<\/strong> Alanya Ticaret ve Sanayi Odas\u0131 taraf\u0131ndan \u00fcyeleri ve \u00fcye \u00e7al\u0131\u015fanlar\u0131n\u0131n ki\u015fisel geli\u015fimine katk\u0131 yapmak amac\u0131yla haz\u0131rlad\u0131\u011f\u0131 e\u011fitim programlar\u0131 \u201cEtkili Tan\u0131t\u0131m i\u00e7in M\u00fc\u015fteri \u0130htiya\u00e7 Analizi<\/strong>\u201d e\u011fitimi ile ba\u015flad\u0131.<\/p>\n

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05 \u015eubat 2011 Cumartesi g\u00fcn\u00fc ba\u015flayan e\u011fitime konu\u015fmac\u0131 olarak Akdeniz \u00dcniversitesi Alanya \u0130\u015fletme Fak\u00fcltesi \u00d6\u011fretim G\u00f6revlisi Do\u00e7 Dr Mehmet Emin \u0130nal kat\u0131ld\u0131. \u201cM\u00fc\u015fteri, bir \u015firketten \u00fcr\u00fcn veya servis sat\u0131n alm\u0131\u015f veya sat\u0131n almas\u0131 olas\u0131 olan ki\u015fidir\u201d diyen \u0130nal; \u201cM\u00fc\u015fteri, pazardaki k\u0131t kaynakt\u0131r, s\u0131n\u0131rl\u0131d\u0131r ve pazarda rekabet eden t\u00fcm firmalar pazar paylar\u0131n\u0131 artt\u0131rmak i\u00e7in daha fazla m\u00fc\u015fteriye ula\u015fmaya ve mevcut m\u00fc\u015fterilere daha fazla \u00fcr\u00fcn satmaya \u00e7al\u0131\u015fmak zorundad\u0131r.M\u00fc\u015fteri, bu bak\u0131mdan, \u00f6zenle elde tutulmas\u0131 gereken, ilgilenilmesi gereken, devaml\u0131 olarak ileti\u015fim halinde olunmas\u0131 gereken ki\u015fidir. Bu ba\u011flamda, m\u00fc\u015fteriler ile ileti\u015fim kurulmas\u0131, randevulara gidilmesi, konu\u015fulanlar\u0131n detaylar\u0131n\u0131n kay\u0131t alt\u0131na al\u0131nmas\u0131 \u00f6nemlidir ki o m\u00fc\u015fteri hakk\u0131nda bir bilgi birikimi olu\u015fturulsun\u201d dedi. KA\u00c7 \u00c7E\u015e\u0130T M\u00dc\u015eTER\u0130 VARDIR?
<\/strong>M\u00fc\u015fteri kavram\u0131n\u0131 i\u00e7 ve d\u0131\u015f olmak \u00fczere 2 b\u00f6l\u00fcmde de\u011ferlendiren \u0130nal; \u201cKurumlar i\u00e7inde bulunan her birim, b\u00f6l\u00fcm kendinden bir \u00f6nceki safhan\u0131n m\u00fc\u015fterisidir. Biz buna i\u00e7 m\u00fc\u015fteri diyoruz. D\u0131\u015f M\u00fc\u015fteri ise, sunulan \u00fcr\u00fcn ve hizmetleri sat\u0131n alarak, kendi ki\u015fisel ama\u00e7lar\u0131 i\u00e7in kullanan ve \u00e7al\u0131\u015fanlar\u0131n \u00fccretlerinin \u00f6denmesini sa\u011flayan m\u00fc\u015fteridir\u201d diye konu\u015ftu. M\u00fc\u015fteriyi konumu ve tavr\u0131na g\u00f6re de ay\u0131rmak gerekti\u011fini s\u00f6yleyen Do\u00e7 Dr Mehmet Emin \u0130nal, konumu bireysel ve kurumsal; Tavr\u0131n\u0131 da, Yol G\u00f6steren M\u00fc\u015fteri, Ba\u015flat\u0131c\u0131 M\u00fc\u015fteri, Karar Verici M\u00fc\u015fteri, Sat\u0131n Alan M\u00fc\u015fteri ve Kullanan m\u00fc\u015fteri gibi b\u00f6l\u00fcmlere ayr\u0131ld\u0131\u011f\u0131n\u0131 s\u00f6yledi.<\/p>\n

M\u00dc\u015eTER\u0130 BEKLENT\u0130LER\u0130 \u00c7OK HUZLI DE\u011e\u0130\u015e\u0130M G\u00d6STEREB\u0130L\u0130R
<\/strong>M\u00fc\u015fteri beklentileri ve tercihlerinin \u00e7ok \u00e7abuk de\u011fi\u015fim g\u00f6sterdi\u011fini \u00f6nemle vurgulayan \u0130nal, otomotiv sekt\u00f6r\u00fcnden \u00f6rnek vererek; \u201c Son 5 y\u0131lda otomobil piyasas\u0131nda g\u00f6zle g\u00f6r\u00fcl\u00fcr de\u011fi\u015fimler ya\u015fand\u0131\u011f\u0131n\u0131, y\u0131l i\u00e7inde bir firman\u0131n \u00e7ok farkl\u0131 t\u00fcrde ve modelde ara\u00e7 piyasaya s\u00fcrd\u00fc\u011f\u00fcn\u00fc g\u00f6r\u00fcyoruz. \u00c7\u00fcnk\u00fc hem rekabet ve hem de m\u00fc\u015fterilerin de\u011fi\u015fime h\u0131zla ayak uydurmalar\u0131 \u00fcr\u00fcn \u00e7e\u015fitlili\u011fini de beraberinde getiriyor. Bu manada m\u00fc\u015fteri beklentilerine an\u0131nda cevap verebilmek ve m\u00fc\u015fterinin nabz\u0131n\u0131 tutarak gerekli kampanyalar\u0131 da ba\u015flatmak b\u00fcy\u00fck \u00f6nem ta\u015f\u0131yor\u201d dedi. <\/p>\n

TANITIM ETK\u0130N SATI\u015e \u0130\u00c7\u0130N VAZGE\u00c7\u0130LMEZD\u0130R
<\/strong>Tan\u0131t\u0131m ve bu tan\u0131t\u0131mlara uygun kampanyalar\u0131n zamanlamas\u0131n\u0131n da b\u00fcy\u00fck \u00f6nem ta\u015f\u0131d\u0131\u011f\u0131n\u0131 belirten \u0130nal, ekonomik geli\u015fmelerin bazen m\u00fc\u015fterilerin ihtiya\u00e7lar\u0131n\u0131n da firmalar taraf\u0131ndan tespit edilmesi zorunlulu\u011fu getirdi\u011fine i\u015faret etti. \u0130HT\u0130YACIN KAR\u015eILANMASI MUTLULUK H\u0130SS\u0130 VER\u0130R
<\/strong>\u0130htiyac\u0131; \u201cYokluk hissiyle belirip kar\u015f\u0131lanma iste\u011fi uyand\u0131ran, kar\u015f\u0131lanmad\u0131\u011f\u0131nda s\u0131k\u0131nt\u0131 veren, kar\u015f\u0131land\u0131\u011f\u0131nda tatmin hissi veren ekonomik ve biyolojik bir olay\u201d olarak niteleyen \u0130nal, \u201cDemek ki, ihtiya\u00e7lar\u0131n kar\u015f\u0131lanmas\u0131 m\u00fc\u015fteriye mutluluk veriyor. O zaman firmalar\u0131n da mutlu olmak isteyen m\u00fc\u015fterilerinin beklentilerini kar\u015f\u0131layacak d\u00fczeyde hizmet vermesi de gerekiyor. Sadece kaliteyi ucuza satmak de\u011fil, mutlu olmak isteyen m\u00fc\u015fteriye olumlu yakla\u015fmak da bir sat\u0131\u015f tekni\u011fidir\u201d dedi. M\u00dc\u015eTER\u0130 NE \u0130STER?
<\/strong>Sat\u0131n alma g\u00fcc\u00fc ve iste\u011fi olanlar ki\u015fi ve kurumlar taraf\u0131ndan olu\u015fturulan pazardaki m\u00fc\u015fterilerin temel \u00f6zelliklerine de dikkat \u00e7eken Do\u00e7 Dr \u0130nal; \u201cCevap almak, Bilgili \u00c7al\u0131\u015fanlar, An\u0131nda Hizmet, Anlay\u0131\u015f, G\u00fcvenlik, \u0130\u015fini Takip Etmek, S\u00fcrprizle Kar\u015f\u0131la\u015fmamak, Do\u011fruluk ve G\u00fcven, \u0130leti\u015fim ve Ula\u015fabilirlik m\u00fc\u015fterilerin istekleridir. Bu istekleri kar\u015f\u0131layan firmalar pazarda etkin rol oynar. Kar\u015f\u0131layamanlar ise zaman i\u00e7inde yok olmaya mahkumdur. Bu manada t\u00fcm firma sahip ve \u00e7al\u0131\u015fanlar\u0131n\u0131n i\u015f yerlerinde bu sayd\u0131\u011f\u0131m\u0131z m\u00fc\u015fteri isteklerinin kar\u015f\u0131lan\u0131p kar\u015f\u0131lanmad\u0131\u011f\u0131n\u0131 sorgulamas\u0131 gerekir. Bunun i\u00e7in de firmalarda ekip \u00e7al\u0131\u015fmas\u0131 \u00e7ok iyi i\u015flemelidir\u201d dedi.<\/p>\n","protected":false},"excerpt":{"rendered":"

M\u00dc\u015eTER\u0130Y\u0130 MEMNUN ETMEK EK\u0130P \u00c7ALI\u015eMASIYLA OLU\u015eUR Alanya Ticaret ve Sanayi Odas\u0131 taraf\u0131ndan \u00fcyeleri ve \u00fcye \u00e7al\u0131\u015fanlar\u0131n\u0131n ki\u015fisel geli\u015fimine katk\u0131 yapmak amac\u0131yla haz\u0131rlad\u0131\u011f\u0131 e\u011fitim programlar\u0131 \u201cEtkili Tan\u0131t\u0131m i\u00e7in M\u00fc\u015fteri \u0130htiya\u00e7 Analizi\u201d e\u011fitimi ile ba\u015flad\u0131.<\/p>\n","protected":false},"author":1,"featured_media":3969,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"gallery","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-3963","post","type-post","status-publish","format-gallery","has-post-thumbnail","hentry","category-genel","post_format-post-format-gallery"],"_links":{"self":[{"href":"https:\/\/www.altso.org.tr\/en\/wp-json\/wp\/v2\/posts\/3963","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.altso.org.tr\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.altso.org.tr\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.altso.org.tr\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.altso.org.tr\/en\/wp-json\/wp\/v2\/comments?post=3963"}],"version-history":[{"count":0,"href":"https:\/\/www.altso.org.tr\/en\/wp-json\/wp\/v2\/posts\/3963\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.altso.org.tr\/en\/wp-json\/wp\/v2\/media\/3969"}],"wp:attachment":[{"href":"https:\/\/www.altso.org.tr\/en\/wp-json\/wp\/v2\/media?parent=3963"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.altso.org.tr\/en\/wp-json\/wp\/v2\/categories?post=3963"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.altso.org.tr\/en\/wp-json\/wp\/v2\/tags?post=3963"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}