IBM Is a Company That Goes Out of Its Way

question 101

Multiple Choice

IBM is a company that goes out of its way to understand why customers might have switched to other brands. It regularly interviews lapsed customers and brand switchers probing for the reasons customers have for NOT purchasing IBM products or services. This type of activity is BEST described as:

• A) an early warning detection system.
• B) satisfaction research.
• C) a value gap analysis.
• D) marketing research.
• E) exit interviews.

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Definitions:

Intuitive Method

A decision-making process that relies on the decision maker's instincts, feelings, or gut reactions rather than on systematic analysis.

Problem Solver

An individual or tool that identifies, analyzes, and resolves issues through logical analysis or creative thinking.

Information Needs

The specific data and insights required by individuals or organizations to make informed decisions or solve problems.

Transportation Problem

A type of optimization problem in operations research aimed to determine the most efficient way to distribute goods from several suppliers to several consumers.