Given the Plethora of External Influences, Understanding the External Environment

question 10

Multiple Choice

Given the plethora of external influences, understanding the external environment requires managers to

• A)use a framework or a system that allows them to organize information and rank factors.
• B)monitor their rivals closely to detect signals of change in their strategies.
• C)use all existing techniques to gather and analyze information.
• D)work on the matter full-time.

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Definitions:

Suggested Metrics

Recommended measurements or indicators used to evaluate the performance or success of an operation, project, or system.

Order Management

The process of efficiently tracking and fulfilling sales orders, from initial receipt through to delivery to the customer.

Customer Service

The support and assistance provided by a company to those people who buy or use its products or services.

Service Recovery

The actions a company takes to correct a problem that a customer has encountered with its service, aimed at restoring customer satisfaction.