Customer Focus Ensuring that the (internal or external) customer's perspective is a driving force behind strategic priorities, business decisions, organizational processes, and individual activities; crafting and implementing service practices that meet customers' and own organization's needs; promoting and operationalizing customer service as a value. Business Acumen Using one's knowledge of economic, financial, market, and industry trends to understand and improve individual, work group, and/or organizational results, using one's understanding of major business functions, industry trends, and own organization's position to contribute to effective business strategies and/or tactics.