APICS Certified Supply Chain Professional (CSCP) — Question 360

Which of the following processes is key to customer relationship management (CRM)?

Answer options

• A. Event logging
• B. Demand planning
• C. Market segmentation
• D. Market research

Correct answer: C

Explanation

Market segmentation is crucial for CRM because it allows businesses to identify and categorize customers based on specific characteristics, leading to more tailored marketing and service strategies. The other processes, while important in their own right, do not focus specifically on understanding and managing customer relationships.