According to Stephanie Edwards, writer for MyCustomer.com, no matter what your job may be, interaction with customers is inevitable. To her, the word customer applies to more than just the "end-user." In a business-to-business environment, customers are categorized in three ways: external versus internal customers, intermediaries versus end-users, and valuable versus not-so-valuable customers. In order for a business to be successful, it must recognize the importance of customer service, both internal and external.
External Versus Internal Customers
It is probably obvious what is meant by the term "external customer." This is the individual, or group of individuals, who receive, and usually pay for, a product or service. Internal customers, on the other hand, are part of the organization. They are customers of the services provided to them by other members of the organization, such as Human Resources. Many large organizations now adopt what is known as the Internal Service Rule, which holds that the level of external customer service will never surpass the level of internal customer service.
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