C: I think the right answer is C since when the retailer decides to implement the CRM that is because he is already a customer centric because of that needs to implement CRM The decision to implement CRM often reflects a recognition of the importance of becoming more customer-centric. By investing in CRM software, the retailer is taking a proactive step towards better understanding and serving its customers.

Answer: B Adopt a customer-centric mindset is crucial for retailer

The first step in implementing customer relationship management (CRM) is to become customer-centric. This involves a mindset shift where the retailer prioritizes the needs and wants of its customers and uses customer insights to drive its business decisions. By becoming customer-centric, the retailer can better understand its customers' behaviors and preferences, and use this knowledge to develop targeted marketing campaigns, personalize its products and services, and improve customer satisfaction and loyalty. Once the retailer has established a customer-centric approach, it can then move on to other steps in the CRM implementation process, such as updating the customer master file, selecting CRM software, and choosing an implementation partner.

B is correct

should be B

why not B?