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

Question

Quizplus · Accepted Answer

Taylor is segmenting her customer base by analyzing the level of involvement she has had with each customer and their buying behavior. She is likely categorizing customers based on their profitability and their level of engagement with her business. This step is important in customer relationship management (CRM) as it helps businesses to prioritize their efforts in serving customers and allocating resources effectively.

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