A real customer strategy must take shape internally by mobilizing all employees around common objectives to be achieved. It is essential to ensure that everyone agrees with the challenges of customer satisfaction and the impact of this satisfaction on the economic performance of the company. Concrete and precise commitments to customers on the one hand, but also to all employees are all measures that must be shared and approved. The transition from a product culture to a culture of customer service takes place gradually but all the more sustainably as the change is understood and accepted by all employees.