Change, Customer Satisfaction and Competition: Issues from the Strategic Management Context

Abstract

In a global business and political environment being characterized by uncertainty and human dynamism, there is need for efficient change management among businesses and governments. Efficient change management leads to customer and other stake holder’s satisfaction which is needed for the achievement of a viable competitive positioning. This paper examines the strategic management process in the context of change management, customer satisfaction and competitive positioning. To achieve this objective, it follows the documentary research approach by employing items from academic and trade journals, government archives and relevant websites. Findings indicate that the strategic management process is inevitable and very crucial to organizational survival. In other words, efficient formulation and implementation of strategies consequent to environmental scanning process can serve as a framework for organizational sustainability and competitive positioning. In the light of this, firms, businesses and governments were advised to optimize the strategic management process through absolute dedication and commitment in terms of social, cultural and material resources in order to achieve the much needed cross-national and national competitive positioning.