Customer Intelligence Advantage: Module 2 Assignment
Posted: 29 Jan 2012
Date Written: March 25, 2011
This exercise directs students to analyze a customer-centric firm by first understanding the elements that characterize a customer-centric organization, then by capturing and comparing this firm's approach to customer-centricity. Students interview three levels in the organization-CEO/leadership level, corporate unit level, and front-line/customer-facing employee level.
Learning Objective: To enable students to articulate the characteristics of a customer-centric firm and analyze a real-world company according to these characteristics.
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