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Question 125 - CSCP discussion

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A company that is focused on customer relationship management is most likely to take which of the following actions for customers who have been profitable over time?

A.
Reduce the cost of serving them.
Answers
A.
Reduce the cost of serving them.
B.
Target them for higher margin services.
Answers
B.
Target them for higher margin services.
C.
Target them for greater attention.
Answers
C.
Target them for greater attention.
D.
Charge them for administrative services used.
Answers
D.
Charge them for administrative services used.
Suggested answer: C

Explanation:

Customer Relationship Management (CRM) focuses on maintaining and enhancing relationships with customers, particularly those who have been profitable over time. By targeting these profitable customers for greater attention, a company can further deepen customer loyalty, enhance satisfaction, and potentially increase their lifetime value. This can include personalized services, special offers, and proactive communication. This approach ensures that the most valuable customers feel appreciated and are less likely to switch to competitors.

Reference:

'Customer Relationship Management: Concept, Strategy, and Tools' by V. Kumar and Werner Reinartz

'The CRM Handbook: A Business Guide to Customer Relationship Management' by Jill Dych

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asked 16/09/2024
Ray Hampson II
34 questions
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