The graph shows the Mayberry Utilities Commissions corporate strategy

1. It is expected that, other than increasing the rate of competitiveness, another way to improve customer satisfaction would be to improve_____________.

From the diagram, we can infer the ways to improve customer satisfaction are:
1. Increase rate of competitiveness.
2. Improve customer management processes.

Now 1st is already mentioned, in the question, so another way would be second one, which is not directly mentioned in the answer, so we look at what improves customer management processes.
We get: Improve Knowledge of customer relationship management, which in turn would improve customer management processes which in turn would increase the rate of competitiveness.

Answer B.


2. It is expected that, if neither marketing nor customer management processes could be improved, increasing or improving knowledge of would help increase net income_____________.

Now, net income can be increased by improving 3 things:
1.marketing
2.customer management processes
3.enhancing cost control.

For the 3rd one, customer management processes is to be improved which can be improved by:
1.Improving Knowledge of customer relationship management,
2.improving knowledge of customers.
3.Improving budget effficiencies.

Now we are told that:if neither marketing nor customer management processes could be improved, increasing or improving knowledge of would help then what could help.

We are left with only one option: improving budget efficiencies, which can be improved by improving the knowledge of governance.


Answer C.

gmatninja solved this one: https://youtu.be/tE0_JvDsRqc?list=PLiaK ... uFb&t=1891