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Exam 10: Building a Customer-Focused Business

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One of the key building blocks in building a customer-focused business is the use of revised financial metrics.

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Organizations using a customer-centric approach focus on new account development and market share growth.

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By building a customer-focused business,Arbol Industries saw a steep increase in customer satisfaction,which had a positive impact on its financial position.

Customer focus is diametrically opposite to

McDonald's is so focused on the customer that,at its Hamburger University outside Chicago,managers and franchisees are taught minute details such as the correct arm motion to use when salting fries.

Compare and contrast the philosophy,organizational structure,and focus of a product-centric business with a customer-centric business.

The first step Arbol Industries took in building a truly customer-focused business was to form a committee comprising the heads of all functions,called the Operating Committee.Which of the four key building blocks does this action illustrate?

When different parts of the company do not focus on the customer,they do not have the same goals.

The CEO of "Brand X," which manufactures a new high-performance long-distance running shoe,instructs the marketing and sales departments to sell its product to as many customers as possible.This company is

A customer-centric approach

Customer-oriented values and beliefs are uniquely the responsibility of

Rewarding the operational team for keeping costs low and rewarding the finance team for lowering accounts receivable cycles are examples of Greystone Property Management's

Building a customer-focused business takes senior management commitment.

One reason that many companies are not customer focused is that the concept of customer focus is hard to understand.

In a product-centric approach,the positioning strategy highlights product features and benefits.

At Arbol Industries organizational,not functional,objectives became the glue that bound all of the company's functions together.

The Healthy Tasty Company lost a customer for life because the marketing function failed to

Marketers that devote at least 50% of their time to advanced,customer-centric marketing processes and capabilities will achieve marketing return on investment (ROI) that is at least ____ greater than that of their peers,who lack such emphasis.

The fact that the customer gets the same fast,friendly,clean,and accurate service at any McDonald's,regardless of location,demonstrates that everyone within the organization is focused on the customer.

With a product-centric approach,