Many Banks and Phone Companies Now Charge Fees for Once-Free

Multiple Choice

Many banks and phone companies now charge fees for once-free services to ensure minimum customer revenue levels. This helps the banks to ________.

A) reduce the rate of customer defection
B) enhance the growth potential for each customer through cross-selling
C) increase the longevity of the customer relationship
D) make low-profit customers more profitable
E) focus disproportionate effort on high-value customers