Research on market leaders' CSMs found that:

Question

Quizplus · Accepted Answer

The research found that customer satisfaction was incorporated into the strategic focus of a company via a mission statement. This indicates that customer satisfaction is a priority for market leaders and is integrated into their overall strategy.

Answer: C 
 The research found that research was not performed on a continual basis. This suggests that market leaders may not place as much emphasis on regularly measuring and improving customer satisfaction as they should.

Answer: D 
 The research did not find that the human resource department was primarily responsible for designing CSM programs, so this choice is incorrect.

Answer: B 
 The research did not provide information on whether or not the results of all research were always made available to customers, so this choice is incorrect.

Research on Market Leaders' CSMs Found That