In the customer relationship management (CRM) process, once higher-value customers are identified, firms should focus on identifying and attracting other groups by providing them with customized products and better services
Indicate whether the statement is true or false
a. True
b. False
ANSWER: False
In the customer relationship management (CRM) process, once higher-value customers are identified, firms should focus more on providing customized products and better service to this group than to others.
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