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

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Questions for Reflection

What strategic segments has your company identified? Think about these segments, and answer the following questions to see whether the segmentation scheme is providing any value to the company.

1:Are the segments used consistently, or does every group have a different set and different definition?
2:Are there any real differences in the way you treat customers in each segment, or do you need to pick new ones?

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