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Exam CSCP topic 1 question 42 discussion

Actual exam question from APICS's CSCP
Question #: 42
Topic #: 1
[All CSCP Questions]

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

  • 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
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Suggested Answer: A 🗳️

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Dutty
Highly Voted 1 year, 1 month ago
A is correct. From the CSCP 2022 learning system - “The definition suggests that CRM starts with an adjustment of philosophy in an organization—the shift to a customer-centric way of doing business—and then moves to a retooling of all the business processes that touch on the relationship with the customer, from customer acquisition to order fulfillment.”
upvoted 5 times
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Most Recent 1 year, 1 month ago
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upvoted 1 times
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cscp2023
1 year, 2 months ago
answer is correct. first you align business to customer focous then identify customer needs 3. creat the map
upvoted 1 times
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Acaua
1 year, 5 months ago
"Creating a customer-centric organization" isn't the final result of pulling together an effective philosophy? I'm not so convinced that A is the right answer. Can someone else comment? Thanks!
upvoted 2 times
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A (35%)
C (25%)
B (20%)
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