Deck 15: Future proofing the Customer-Centric Organization

Question 1

Which of the following are essential for leading the customer-focused organization and being a customer manager?

A) innovation and determination
B) determination and efficiency
C) efficiency and trustability
D) trustability and innovation

Answer 1

trustability and innovation

Question 2

Extensive surveys indicate that people's single most trusted source is:

A) family
B) friends
C) unknown peers
D) subject matter experts

Answer 2

unknown peers

Question 3

All of the following behaviors should characterize customer relationship managers except:

A) creating new sets of reward structures
B) keeping departmental boundaries intact while generating enterprise-wide results
C) sponsoring and sheltering pilot projects
D) having direct contact with customers

Answer 3

keeping departmental boundaries intact while generating enterprise-wide results

Question 4

Which of the following is true?

A) An interconnected world both requires and produces trust.
B) An interconnected world produces trust but does not require it.
C) An interconnected world requires trust but does not produce it.
D) An interconnected world neither requires nor produces trust.

Question 5

Which of the following have increased the importance of trust in today's marketplace?

A) speed of technology
B) open-source products
C) rate-the-rater mechanisms
D) privacy policies

Question 6

The performance of the truly outstanding companies is characterized by:

A) a series of short-term competitive advantages
B) incremental competitive advantage
C) sustainable competitive advantage

Question 7

Companies that maintain their innovative edge find a balance between:

A) culture and customer equity
B) efficiency and cost reduction
C) exploration and exploitation
D) innovation and experimentation

Question 8

Write up a job description for a customer relationship manager. Include goals and values as well as roles and tasks.

Question 9

Do you think innovation is directly linked to the size or age of the company? In other words, can large companies be truly innovative? Why? What attributes characterize innovative companies-and how can a company maintain its innovative edge?

Question 10

Clarify how being "trustworthy" is eclipsed by being "trustable." Why is the difference important to a company?