Carla, a Team Leader in Charge of Customer Relationship Management

Multiple Choice

Carla, a team leader in charge of customer relationship management, is planning strategies to improve the profitability of her firm's least profitable but loyal customers. She is also examining methods for "firing" customers in this group who cannot be made profitable. To which of the following customer relationship groups do these customers belong?

A) true friends
B) strangers
C) barnacles
D) innovators
E) butterflies