Kundefokusert

Kundefokusert is a Norwegian term used to describe an approach or stance in which a business, product, or service centers on the needs, preferences, and experiences of customers. The word is formed from kunde (customer) and fokusert (focused), and is commonly used in management, marketing, and service design to distinguish customer-oriented strategies from internally driven or product-centric ones.

In practice, kundefokusert involves collecting and analyzing customer insights, such as feedback, complaints, and usage data; integrating that insight into product development, pricing, and service delivery; and organizing around the customer journey. Organizations employing kundefokusert often use tools like persona development, journey mapping, customer satisfaction metrics, NPS, and continuous improvement cycles to adapt offerings.

Benefits include improved customer satisfaction, loyalty, retention, and competitive differentiation, as well as better alignment between customer needs and business outcomes. However, achieving kundefokusert operations can require cultural change, cross-functional collaboration, robust data capabilities, and ongoing investment in customer research and experience design. Risks include overemphasis on currently known needs at the expense of innovation, and potential conflicts with profitability or scalability if not managed.

Related terms include kundeorientert, kundefokus, kundetilfredshet, kundelojalitet, and customer-centricity in English; these ideas share the core principle of placing customers at the center of strategy and execution.