One bank determined through detailed segmentation analysis that certain customers were clearly less profitable,or even unprofitable,to serve compared with others.They started to charge a fee to those high-cost,low-profit customers if they used a teller at a branch or if they phoned a call centre for customer assistance.Many of these customers,upon finding charges of $2 per contact,decided to leave the bank,which is exactly what the bank intended.It could be said that the bank used ______ customers.
A)segmentation of
B)de-segmentation of
C)de-selection of
D)de-servicing of

Question

Quizplus · Accepted Answer

The bank intentionally imposed fees to encourage unprofitable customers to leave, which is an example of "de-selection."

One Bank Determined Through Detailed Segmentation Analysis That Certain Customers