Of the five activities that make a firm customer-centric, coordination involves
A) using informal methods such as culture and incentives to encourage people in the organization to come together in the spirit of serving customers.
B) developing relationships with parties outside a firm to increase the value of the firm's offerings.
C) helping employees at a firm develop the right skills needed to better serve customers.
D) creating structural mechanisms at a firm that allow employees across silos to organize their activities to focus more exclusively on creating value for customers.

Question

Quizplus · Accepted Answer

Coordination involves creating structural mechanisms at a firm that allow employees across silos to organize their activities to focus more exclusively on creating value for customers. This can involve breaking down barriers between departments, implementing cross-functional teams, and establishing clear communication channels to ensure that everyone is aligned around customer needs.

Of the Five Activities That Make a Firm Customer-Centric, Coordination