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Customer Relationship Management: Getting It Right! by Judith W. Kincaid

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Questions for Reflection

Ask yourself these questions, which will help you to understand your organization's culture and the general relationship with your customers:

1:Is your company product-centered or customer-centered? How do you know?
2:How does your company segment your customers into groups?
3:Do customers experience their interactions with your company as fragmented or integrated? Why?

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