Multiple Choice
The book CRM Unplugged: Releasing CRM's Strategic Value details three questions that companies should answer prior to implementing a customer service improvement initiative. Which of the following questions is not one of the three?
A) What is the expected effect on the firm's profitability?
B) What is the value being added and for which customers?
C) At what cost to existing customer goodwill is this improvement being made?
D) Does it strengthen or dilute the firm's competitive strategy?
Correct Answer:
Verified
Correct Answer:
Verified
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