Having extensive industry knowledge makes upper management "experts" in customer needs and desires. To win in the marketplace they should:

The correct answer is D. Ask for help, because they often don't really know the customer. One can learn from the experiences of the 1970s U.S. automotive experts as they were being pushed around by the Japanese auto makers. The U.S. auto makers knew the American public, it was their market for 60 years. Fresh customer data is always needed. The question suggests…

Overview: Six Sigma and the Organization

Question

Options

AAuthorize many new products as soon as possible
BStart with a new marketing plan fitting customer needs
CDevelop a strategic plan for new products
DAsk for help, because they often don't really know the customer

How the community answered

(21 responses)

A
14% (3)
B
10% (2)
D
76% (16)

Explanation

One can learn from the experiences of the 1970s U.S. automotive experts as they were being pushed around by the Japanese auto makers. The U.S. auto makers knew the American public, it was their market for 60 years. Fresh customer data is always needed. The question suggests that management knows it all and does not need any more information. Answers a, b and c imply that a producer is going ahead with a marketing effort without customer input. Answer d is correct, because of the producer's need for more information.

Topics

#voice of customer#customer needs#organizational knowledge#customer focus

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