The key questions to ask when defining a firm's customer relationship strategy include all EXCEPT _____________.
a. What is the increase in profit from increase the share-of-wallet with our current customers?
b. How much customization or one-to-one marketing and service delivery is suitable and profitable?
c. How will top management feel about our strategy?
d. How should our value proposition change to increase customer loyalty?
e. How much time and resources can we provide to CRM right now?
Answer: C
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