Working with Your Customers to Identify and Agree on the Critical

question 24

Multiple Choice

Working with your customers to identify and agree on the critical few outcomes that really make a difference to them, and then examining your service delivery to find opportunities to delight your customers and make improvements is known as:

• A) supply-chain analysis.
• B) value chain analysis.
• C) service-profit chain analysis.
• D) risk analysis.
• E) None of these responses are correct.

---

Definitions:

Business Communication

The process of sharing information between people within and outside an organization to achieve business objectives.

Social Media

Platforms and technologies that enable users to create, share, and engage with content and communities online.

High-context Cultures

Societies or groups where communication relies heavily on implicit understanding, context, and nonverbal cues, rather than explicit words.

Communication

The process of exchanging information, ideas, or feelings between individuals or groups, through various modes such as speech, writing, or gestures.