APICS Certified in Logistics, Transportation and Distribution (CLTD) — Question 132

From a strategic customer relationship management (CRM) perspective, a company should strive to:

Answer options

• A. not refuse to do business with a customer.
• B. provide customer intimacy to all customers.
• C. realize that the same approach may be inappropriate for all customers.
• D. realize that all customers desire close relationships with the company.

Correct answer: D

Explanation

The correct answer is D because it highlights the misconception that all customers want a close relationship, which is not universally true. Options A and B imply a one-size-fits-all approach, while C acknowledges the need for tailored strategies, which is important but not the primary focus of CRM.