Why it is important for organisations to monitor the procedures that they use to deliver customer service as well as the final result.?

The objective of this process is to predict consumers purchasing power, motivation, self-orientation, and resources and the forecast marketplace acceptance pf products and services. It is also to determine process design. That is, information about customers enables the organisation to build into it's operations cost effective and efficient processes and procedures that will result in customer needs being met in a timely manner.