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Dropdown 1: Knowledge of customer relationship management
Dropdown 2: Governance
Be sure to select an answer first to save it in the Error Log before revealing the correct answer (OA)!
Difficulty:
25%
(medium)
Question Stats:
79% (02:24) correct
21%
(02:35)
wrong
based on 1117
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The graph shows the Mayberry Utilities Commission’s corporate strategy. The ovals represent changes that the commission could institute, and the arrows lead to the expected effect of instituting the specified change.
For each of the following, use the drop-down menu to create the most accurate statement on the basis of the corporate strategy map.
1. It is expected that, other than increasing the rate of competitiveness, another way to improve customer satisfaction would be to improve .
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.
Attachment:
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Official Answer
Dropdown 1: Knowledge of customer relationship management
Dropdown 2: Governance
07 Apr 2021, 03:25
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Official Explanation
According to the strategy map, all of the available options result in an improvement in customer satisfaction by way of increasing the rate of competitiveness, but only improving knowledge of customer satisfaction results in improved customer satisfaction independent of an increased rate of competitiveness. Improving knowledge of customer relationship management directly results in an improvement in customer management processes, which directly results in an improvement in customer satisfaction.
The correct answer is knowledge of customer relationship management.
According to the strategy map, improving knowledge of customers or of customer relationship management can only contribute to increased net income by improving customer management or—only in the case of improving knowledge of customers—improving marketing. Thus, of the available options, only increased knowledge of governance—by way of improving budget efficiencies and enhancing cost controls—will result in an increase in net income.
The correct answer is governance.
According to the strategy map, all of the available options result in an improvement in customer satisfaction by way of increasing the rate of competitiveness, but only improving knowledge of customer satisfaction results in improved customer satisfaction independent of an increased rate of competitiveness. Improving knowledge of customer relationship management directly results in an improvement in customer management processes, which directly results in an improvement in customer satisfaction.
The correct answer is knowledge of customer relationship management.
According to the strategy map, improving knowledge of customers or of customer relationship management can only contribute to increased net income by improving customer management or—only in the case of improving knowledge of customers—improving marketing. Thus, of the available options, only increased knowledge of governance—by way of improving budget efficiencies and enhancing cost controls—will result in an increase in net income.
The correct answer is governance.
General Discussion
11 May 2020, 02:27
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1)B, since the arrow " improve customer management process" goes to improve customer satisfaction and the improve customer management process can be done by improve knowledge of customer relationship management
2)C,Increasing knowledge of governance would lead to-> improve budget efficiency->enhance cost control->Increase net income
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2)C,Increasing knowledge of governance would lead to-> improve budget efficiency->enhance cost control->Increase net income
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