Proceedings of the International scientific and practical conference ―New York Global Science Conference 2026‖ (March 6-8, 2026) / Publisher website: www.naukainfo.com. – New York, USA, 2026. - 250 p.

21 – developing long-term relationships with customers based on trust and partnership [2; 14; 15]; – digitising communication processes and using data analytics for management decision-making [3; 9]. An important stage in the implementation of the strategy is assessing the level of customer focus of the enterprise. The assessment should be comprehensive and cover both external indicators (customer satisfaction, retention rate, share of repeat orders, referral activity) and internal characteristics (organisational culture, staff competence, maturity of business processes, readiness for transformation) [1; 6]. Within the framework of strategic management, it is advisable to use an integrated approach to assessing customer focus, combining quantitative and qualitative methods of analysis. Key tools include customer surveys, satisfaction and loyalty indices (CSAT, NPS, CES), customer journey mapping, assessment of churn rate and lifetime value indicators, as well as internal auditing of business processes [6; 8]. Special attention should be paid to assessing the internal readiness of IT companies for customer-oriented transformations. This readiness is determined by the level of strategic thinking of management, the presence of a clear customer strategy, digital infrastructure for working with data, flexibility of the organisational structure, and an established corporate culture that supports customer focus as a key value [9; 10]. Customer-oriented transformations are often associated with changes in approaches to project management, motivation systems, communication mechanisms, and performance evaluation. Therefore, the development strategy should provide for the phased implementation of changes, minimisation of organisational resistance, and the formation of a system for continuous monitoring of results [12; 14]. Thus, the formation and evaluation of a customer-oriented development strategy for an IT enterprise is a complex multidimensional process that combines strategic analysis, change management, and the implementation of modern customer experience assessment tools [2; 5]. The implementation of such an approach ensures