第18题: [多项选择]下列各项中,属于平衡记分卡中客户方面因素的指标的有( )。 A. 老客户挽留率 B. 客户贡献的利润 C. 市场份额 D. 股东回报率 参考答案:A,B,C 答案解析:[解析] 客户消费关心时间、质量、性能、服务和成本五个要素。企业需要为这五个要素确立明确的具体目标,再将这些目标细化为具体指标,如市场份额、老客户挽留率、新客户获得率、顾客满意度、客户贡献的利润等。股
第22题: [单项选择]Which one might be true according to what you hear A. The plane belonged to a US businessman. B. The plane belonged to the Mexican government. C. It was a plane of the US police. D. The owner of the plane was a drug smuggler. 参考答案:D