Exam 38: Building a Customer-Focused Business

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

Building a customer-focused business takes senior management commitment.

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

List three of the common traps to avoid in building a customer-focused business.

Building a customer-focused business requires

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

Customer focus is the commitment of each and every employee to make every customer interaction with the brand an opportunity to

Marketers that devote at least 50% of their time to customer-centric capabilities will achieve at least a 50% return on investment (ROI) compared to their peers, who lack such an emphasis.

One of the four key building blocks in building a customer-focused business is

A business orientation that is focused on the number of transactions and signed contracts, regardless of whether the deals were made with new or existing customers, is characteristic of a