According to the balanced scorecard approach to control,which of the following is much more likely to have a positive effect on a company's bottom line than an analysis of customer satisfaction?
A)an analysis of the competition
B)an analysis of budgets
C)an analysis of competitive value
D)an analysis of customer defection

Question

According to the balanced scorecard approach to control,which of the following is much more likely to have a positive effect on a company's bottom line than an analysis of customer satisfaction?
A)an analysis of the competition  
B)an analysis of budgets  
C)an analysis of competitive value  
D)an analysis of customer defection

Quizplus · Accepted Answer

An analysis of customer defection directly impacts a company's bottom line by identifying lost customers and the potential revenue they represent. Addressing the reasons for defection can lead to improved customer retention, directly enhancing profitability.

According to the Balanced Scorecard Approach to Control,which of the Following