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 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 company focused on customer relationship management (CRM) aims to retain and nurture profitable customer relationships. Providing greater attention to these customers strengthens their loyalty and satisfaction, fostering long-term profitability. This aligns with the central goal of CRM, which is to build and maintain strong, positive relationships with valuable customers.
B. Target them for higher margin services.
Option A, reducing the cost of serving them, is not typically the primary focus in CRM for profitable customers. Instead, the emphasis is on providing high-quality service and building positive relationships. Option B, targeting them for higher margin services, may not align with the goal of building strong customer relationships if it involves upselling without considering the customer's needs and preferences. Option D, charging them for administrative services used, is not in line with the approach of fostering positive relationships with profitable customers; it might risk alienating them. Therefore, option C, targeting profitable customers for greater attention, is a more appropriate
C is correct. You segment based on margins. The overall purpose of CRM is to retain loyal customers, and you do this by giving customers attention.
C is correct
Wouldn't it be better to "Target them for greater attention." (Option C) and then decide whether to offer them higher margin services? We could generate a bad customer experience if they perceive that we are trying to make more profit without personalized attention.
It is B