APICS Certified Supply Chain Professional (CSCP) — Question 145

Which of the following actions typically would be the first step in implementing the philosophy of customer relationship management?

Answer options

• A. Creating a customer-centric organization
• B. Developing a map of the customer segments
• C. Documenting the objectives for implementation
• D. Selecting an information technology solution

Correct answer: A

Explanation

The correct choice, A, highlights the importance of establishing a customer-centric organization as the foundational step for effective customer relationship management. The other options, while important in the overall process, do not address the fundamental shift in organizational focus that is required to successfully implement CRM.