a) Rating from customer surveys b) Cycle time to resolve customer complains c) Unit customer cost d) Return on investment e) Employee satisfaction ratings f) Percentage of defective units g) Post purchase costs h) Time to market (from start to finish) i) Suggestion implemented per employee j) Customer profitability k) Percentage of revenues from new products l) MCE Classify each measure according to the following: Perspective Financial or Non-financial; Subjective or Objective; and External or Internal. When the perspective is process, identify which type of process: Innovative, operation, or post-sales service.
a) Rating from customer surveys b) Cycle time to resolve customer complains c) Unit customer cost d) Return on investment e) Employee satisfaction ratings f) Percentage of defective units g) Post purchase costs h) Time to market (from start to finish) i) Suggestion implemented per employee j) Customer profitability k) Percentage of revenues from new products l) MCE Classify each measure according to the following: Perspective Financial or Non-financial; Subjective or Objective; and External or Internal. When the perspective is process, identify which type of process: Innovative, operation, or post-sales service.
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
Related questions
Question
- a) Rating from customer surveys
- b) Cycle time to resolve customer complains
- c) Unit customer cost
- d)
Return on investment - e) Employee satisfaction ratings
- f) Percentage of defective units
- g) Post purchase costs
- h) Time to market (from start to finish)
- i) Suggestion implemented per employee
- j) Customer profitability
- k) Percentage of revenues from new products
- l) MCE
Classify each measure according to the following: Perspective Financial or Non-financial; Subjective
or Objective; and External or Internal. When the perspective is process, identify which type of process:
Innovative, operation, or post-sales service.
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