Exam 10: Building a Customer-Focused Business

Arbol Industries' Operating Committee discovered that each function made decisions that optimized its own goals.It introduced new measures that rewarded functions for placing the needs of the customer first.Which of the four key building blocks does this action illustrate?

An example of one of the performance metrics at a customer-centric company is

At Arbol Industries,a factory marketing coordinator position was created at each of its 15 manufacturing plants to ensure that marketing strategies were being understood and implemented by all functions.Which of the four key building blocks does this action illustrate?

By insisting that all engineers and designers attend at least one surgical procedure a year to watch how their customers used their products,the former CEO of Medtronic (a maker of surgical devices)demonstrated

Product profit centres,product managers,and product sales teams are typical functions in the organizational structure of a

McDonald's constantly tries new ventures,such as its upscale sandwich stores in New York and the United Kingdom,Pret A Manger.It is not afraid to take risks based on

A business committed to collecting and disseminating data on the customer using customer relationship management (CRM)tools isn't

How did Arbol Industries realign the organization to make it a customer-focused company?

How did the newly privatized British Airway's focus on the "total customer experience" transform the business?

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.

The business orientation of a product-centric company is relationship oriented.

A customer-focused philosophy is essentially the same as a product-centric philosophy.

Essentially,customer focus means collecting and disseminating data on the customer using customer relationship management (CRM)tools.

Product-centric organizations look at the number of new products,profitability per product,and market share by product/brand as their performance metrics..

The opposite of customer centric is

How does McDonald's demonstrate its focus on the customer throughout every aspect of its business?

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

McDonald's was the first organization in its industry to offer breakfast.By offering the customer a range of meal options,it wants to

Once a business is successfully established as customer focused,it can go with the flow--past successes guarantee future successes.

In a customer-focused business,senior management is committed to