Peppers' and Rogers' Four Basic Steps in CRM Do NOT

Multiple Choice

Peppers' and Rogers' four basic steps in CRM do NOT include which of the following?

A) Customer identification
B) Differentiating the most beneficial from those you want to get rid of
C) Interaction and learning more and more about your customers
D) Provide mass market product and service offerings that will be profitable based on economies of scale
E) Customize offerings one-on-one