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Question 365 - CSCP discussion

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A sales and marketing directory who wants to transform a company into a customer-driven organization most likely would consider:

A.
Allowing customers to use their preferred channels to interact will the company.
Answers
A.
Allowing customers to use their preferred channels to interact will the company.
B.
Implementing an independent system to capture customer data
Answers
B.
Implementing an independent system to capture customer data
C.
initiating a social media presence.
Answers
C.
initiating a social media presence.
D.
focusing product design on manufacturing strengths
Answers
D.
focusing product design on manufacturing strengths
Suggested answer: A

Explanation:

Transforming a company into a customer-driven organization involves prioritizing customer preferences and enhancing their experience. Allowing customers to use their preferred channels to interact with the company ensures that the organization is accessible and responsive to customer needs. This approach increases customer satisfaction and loyalty by making it easier for them to engage with the company on their terms. Implementing an independent system to capture customer data (B), initiating a social media presence (C), and focusing product design on manufacturing strengths (D) are important, but the most direct way to become customer-driven is to facilitate seamless and preferred interactions.

Kotler, P., & Keller, K. L. (2016). Marketing Management. Pearson.

Peppers, D., & Rogers, M. (2016). Managing Customer Experience and Relationships: A Strategic Framework. Wiley.

asked 16/09/2024
Juli Santo
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