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 is an example of ________.

A) reducing the rate of customer defection
B) making low-profit customers more profitable
C) enhancing the growth potential for each customer through cross-selling
D) increasing the longevity of the customer relationship
E) focusing disproportionate effort on high-value customers