Exam 10: Building a Customer-Focused Business

GE Healthcare's consulting services value proposition failed because it was designed through the lens of its own products,rather than with a focus on the customer.

To demonstrate the commitment to customer focus from top management,senior managers should

GE Healthcare tried to differentiate a commodity product by offering consulting services;however,it failed to recognize that when different parts of the company do not focus on the customer,

The type of customer knowledge captured by a customer-centric firm is based on

Without a total,organization-wide focus on the customer,the best marketing strategies will fail.

In a customer-centric company,customer relations is the responsibility of

One of the traps to avoid on the way to becoming a customer-focused business is

It is the customer who determines what a business is,what it produces,and whether it will prosper.

Throughout a customer-focused organization,there is

Customer focus is redefining how success is measured in an organization.

Product-centric companies manage a portfolio of customers,while customer-centric companies manage a portfolio of products.

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

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

What revised financial metrics did Greystone Property Management put in place to ensure that the customer focus model was working smoothly and equitably?

Instead of focusing on cost-cutting to achieve profitability,British Airways gained a competitive edge by focusing on the

Customer focus is a management philosophy.

The concept that is redefining how success is measured in an organization is

How did Greystone Property Management successfully realign its organization to focus on the customer?

The organizational focus of a product-centric company is

Building a customer-focused business requires