1.

What objectives and measures should the two customer teams

(consumer sub-team, dealer sub-team) select for their core customer
outcomes. How can these teams measure what the dealer and Mobil must
do well to achieve the desired customer outcomes?
OBJECTIVES MEASURES
Customer Retention Percentage of Customers
Retained
Attracting New Customers Number of New Customers
Increase Market Share Market Share in the Industry
Customer Satisfaction Surveys
OBJECTIVE MEASURES
Develop Profitable Dealers Dealer Profitability
Dealer Satisfaction Surveys
Increase in Sales Dealer sales growth
Gas/Membership Cards
Record of customer purchases
Easier Purchasing
Dealer Assessments

Customer Surveys
Quality of service measured
Estimation of retention rate