A. Horizontal solutions
B. Integrated services and intellectual capital
C. Customer specific solutions
D. Vertical solutions
A. Quarterly filings with the country financial securities government authority
B. Supporting information from an RFP the company issued 12 months ago
C. A news article about a private company rumored to be an acquisition candidate for the customer
D. A brochure that describes the company's history in innovation
A. key customers
B. partner relationships
C. cash flows
D. customer segments
A. Performance estimates based upon historical data
B. Any measurement taken for management reporting purposes
C. A measurement that shows whether the activity has achieved its core purpose
D. Any measurement taken to determine a performance level
A. Describe the benefits of Cisco's approach to customer support
B. Ask informational questions about industry trends
C. Demonstrate awareness and interest in learning more about the company's priorities and published financials
D. Talk a lot about your product's new features
A. To establish consensus amongst a group of stakeholders
B. To disseminate information
C. To brainstorm ideas
D. To understand the opinions of specific stakeholders
E. To present findings and gain acceptance to move forwards
A. Gather what you know about the customer
B. Assemble your sales team and determine your objectives
C. Get a lead, find a customer who may be interested
D. Meet with your customer to uncover, validate and help them prioritize their business care-abouts
A. Brainstorming about how process model governance could be improved
B. Review of current capability metrics
C. How capabilities are currently implemented in competitive organizations (measurement formulas)
D. A survey covering skills levels within the customer's IT organization
A. Better quality management decision making
B. Increased automation
C. Increased quality of service for managers
D. Increased infrastructure resiliency
E. Standardized tools and processes
F. Availability of end user support
A. How can products be replaced by services?
B. Which outcome is the most important?
C. What are you business objectives and desired outcomes?
D. What are the deadlines by which all outcomes must be achieved?
