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APICS CSCP Exam - Topic 4 Question 114 Discussion

A company that is focused on customer relationship management is most likely to take which of the following actions for customers who have been profitable over time?
C) Target them for greater attention.
A) Reduce the cost of serving them.
B) Target them for higher margin services.
D) Charge them for administrative services used.

APICS CSCP Exam - Topic 4 Question 114 Discussion

Actual exam question for APICS's CSCP exam
Question #: 114
Topic #: 4
[All CSCP Questions]

A company that is focused on customer relationship management is most likely to take which of the following actions for customers who have been profitable over time?

Show Suggested Answer Hide Answer
Suggested Answer: C

Customer Relationship Management (CRM) focuses on maintaining and enhancing relationships with customers, particularly those who have been profitable over time. By targeting these profitable customers for greater attention, a company can further deepen customer loyalty, enhance satisfaction, and potentially increase their lifetime value. This can include personalized services, special offers, and proactive communication. This approach ensures that the most valuable customers feel appreciated and are less likely to switch to competitors. Reference:

'Customer Relationship Management: Concept, Strategy, and Tools' by V. Kumar and Werner Reinartz

'The CRM Handbook: A Business Guide to Customer Relationship Management' by Jill Dych


by Loren at Jul 09, 2025, 09:37 AM

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Charlene
8 months ago
Wait, are they really going to charge for admin services? That seems odd!
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Jina
8 months ago
I think C makes more sense, keep them happy!
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Maryann
9 months ago
A seems counterproductive, why reduce costs for profitable customers?
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Dudley
9 months ago
I agree with Sarah, greater attention is key for retention.
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Garry
9 months ago
Definitely B, they want to maximize profits!
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Jamika
9 months ago
I vaguely recall something about charging for administrative services, but that feels counterintuitive for profitable customers.
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Jerlene
10 months ago
Reducing the cost of serving them seems risky; I feel like it might backfire if they expect more value.
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Truman
10 months ago
I remember a practice question about customer loyalty, and I think giving them greater attention could really enhance their experience.
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Lili
10 months ago
I think targeting them for higher margin services makes sense, but I'm not entirely sure if that's the best approach.
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Jutta
10 months ago
I'm feeling a little lost on this one. The options seem similar, so I'll need to re-read the question and really consider the context of a CRM-focused company.
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Junita
10 months ago
Okay, I've got this. A company focused on CRM would want to retain and grow their most profitable customers, so the answer is likely to be B - target them for higher margin services.
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Mozelle
11 months ago
Hmm, I'm a bit unsure about this one. There are a few options that seem plausible, but I'll need to think it through carefully to determine the best approach.
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Lenora
11 months ago
This seems like a straightforward question about customer relationship management. I'll focus on the key details - the company is focused on CRM and the question is about how they would treat profitable customers.
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Sylvie
1 year ago
Ah, the age-old question of how to squeeze the most out of your loyal customers. I'm feeling a bit like a lemon right now.
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Cyril
1 year ago
I think both B and C could be correct, as targeting them for higher margin services and giving them greater attention can both be beneficial for profitable customers.
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Aron
1 year ago
I'm all about that option D. Charge 'em for everything, that's what I say!
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Carlene
1 year ago
Option A seems a bit counterintuitive. Why would you want to reduce the cost of serving your best customers?
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Scarlet
11 months ago
A: Target them for higher margin services.
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Donte
1 year ago
I disagree, I believe the answer is C) Target them for greater attention.
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Blondell
1 year ago
Hmm, I'd say B. Increase those profit margins, baby!
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Tegan
1 year ago
C) Target them for greater attention.
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Vinnie
1 year ago
B: Yeah, that would definitely help increase profits.
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Blair
1 year ago
B) Target them for higher margin services.
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Virgina
1 year ago
A: I think B makes sense, targeting them for higher margin services.
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Shaquana
1 year ago
I think the answer is B) Target them for higher margin services.
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Moira
1 year ago
I think option C is the way to go. Gotta keep those loyal customers happy, you know?
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Brock
1 year ago
Reducing the cost of serving them could help improve their overall satisfaction with the company.
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Kimberlie
1 year ago
I think targeting them for higher margin services could also be a good strategy to increase profits.
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Emeline
1 year ago
I agree, giving them greater attention is key to maintaining their loyalty.
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