Taylor's Company Has Been Growing Rapidly, and She Now Recognizes

question 7

Multiple Choice

Taylor's company has been growing rapidly, and she now recognizes that she can no longer serve all of her customers personally. In determining which customer relationships to maintain herself and which to reassign to her new sales assistant, she has recognized that some customers have bought a lot of her products because they allowed her to become deeply involved in their businesses, while other customers don't want a lot of attention and just want to place a few small orders occasionally. Taylor must be taking which step in implementing a CRM process?

• A) Segmenting the customer base by profitability
• B) Identifying the best product/service package for each customer segment
• C) Developing and executing the best processes
• D) Measuring performance and continuously improving

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Definitions:

Cognitive Intelligence

The mental capacity for logical reasoning, problem-solving, and learning new information.

Contingency Approach

A management theory that suggests the effectiveness of a decision or leadership style is contingent upon the context and situation in which it is applied.

Personal Characteristics

The traits, qualities, or attributes that contribute to an individual's distinctive personality.

Emotional Intelligence

the ability to recognize, understand, and manage one's own emotions as well as the emotions of others.