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?

AReduce the cost of serving them.

BTarget them for higher margin services.

CTarget them for greater attention.

DCharge them for administrative services used.

Show Suggested 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

2 months ago

Wait, are they really going to charge for admin services? That seems odd!

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Jina

2 months ago

I think C makes more sense, keep them happy!

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Maryann

3 months ago

A seems counterproductive, why reduce costs for profitable customers?

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Dudley

3 months ago

I agree with Sarah, greater attention is key for retention.

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Garry

3 months ago

Definitely B, they want to maximize profits!

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Jamika

3 months ago

I vaguely recall something about charging for administrative services, but that feels counterintuitive for profitable customers.

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Jerlene

4 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

4 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

4 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

4 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

4 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

5 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

5 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

6 months 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

6 months 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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