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Product Knowledge is the key but it didnt end there one should analyse the core demand and desire of customer then diverse the knowledge according to customer's ways of business practices....scripted dealings wont work, i think customer will determine when importance given to his or her comfortance
I shall provide a simple answer from the perspective of a consumer.
Simply put if the consumer is happy with her transaction/interaction with the company at all points of the contact cycle, then the organization is achieving its objective.
"Customer focused" is a buzzword invented by somebody to sell their book. It does not really mean anything.
No potential customer who was sane would care whether a potential supplier was "customer focused" or not. What they care about are things like the quality and value of the product and the efficiency of the customer service. Whether or not the staff of a whole company is "customer focused" is reflected in those factors. Companies which are "customer focused" offer an efficient and consistent package of quality, price, service, etc.
Insofar as the term "customer focused" has any use or meaning, it is to help individual employees remember what it is they are supposed to be doing. The role of a widget maker is not simply to make widgets, or the best widgets, or the most widgets, or the cheapest widgets: it is to make widgets to the required quality, timescale and budget in order to sell to customers who will find them useful.
Employees who are not "customer focused" tend to be 'process focused' - they concentrate on the job itself and forget the wider context.
