Carla, a Team Leader in Charge of Customer Relationship Management

question 21

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

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Definitions:

Calorimeter

A device used to measure the heat absorbed or released during a chemical or physical process.

Ignition Source

A material or process that can release enough energy to start a combustion reaction.

Cone Heater

A device typically used to generate and distribute heat, often in industrial settings, named for its cone-shaped heating element.

Combustion

The process of burning something in the presence of oxygen, resulting in the release of heat and light.