Customer Focus as a Tool for Improving Business Efficiency in the Architecture and Construction Industry
Authors:   Ivano-Frankivsk National Technical University of Oil and Gas, Yashchenko Oleksii F. , Makatora Dmytro A. ,   National Technical University of Ukraine «Igor Sikorsky Kyiv Polytechnic Institute», Kubanov Ruslan A. ,   Separate structural subdivision «Institute of Innovative Education of the Kyiv National University of Civil Engineering and Architecture», Zinych Petro L. ,   Separate structural subdivision «Institute of Innovative Education of the Kyiv National University of Civil Engineering and Architecture»
Published: November 2024

The study considers customer focus as a key tool for improving the efficiency of enterprise in the architecture and construction industry, which is a complex and diversified area, where the success of enterprises depends on their ability to adapt to both market requirements and the requirements put forward by customers. Customer focus in this industry is key to success, as consumers are looking for a personalized approach, quality services, and a positive communication experience. It is important to remember that a customer-focused approach in the construction business involves attention to customer requirements and establishing partnerships, which contributes to meeting customers’ needs and the successful implementation of projects. It is defined that the successful implementation of a customer-focused strategy in the business activities of enterprises in the architecture and construction area requires careful consideration of several key elements. Understanding customer needs and preferences, building a customer-focused culture, training employees to interact with customers, motivating the staff, and diagnosing the efficiency of customer-focused strategies are key to achieving success in this sphere. These elements help companies not only meet the needs of customers but also create long-term and mutually beneficial relationships with them. Taking these aspects into account helps to improve the level of service, increase customer satisfaction and increase the company’s competitiveness in the market. Therefore, it is important that businesses work carefully and systematically on these elements for the successful implementation of a customer-focused strategy. The main aspects of customer focus are considered, models and methodologies that help enterprises to interact with customers, taking into account their needs and expectations, are presented. The team of authors highlights the step-by-step process of developing customer focus, as well as the methodology of «Managing business processes of customer focus» as the key to the successful operation of enterprises in the architecture and construction industry. The SERVQUAL model for assessing the quality of services and the use of the NPS index to measure the level of customer loyalty are also considered. The conclusions state that customer focus contributes to the development of long-term relationships with customers, maintaining a loyal customer base, attracting new consumers and increasing their level of loyalty. Through the customer-focused approach, the company can effectively adapt to changes in the market, improve its services and ensure high quality of work. Adaptability, customer interaction and continuous process improvement are an essential part of the success of construction companies in today’s competitive environment. This research can help an enterprise in the field of architecture and construction to increase competitiveness, attract new customers and retain existing ones, as well as improve the quality of services and customer satisfaction.