Megan is a customer care executive in a firm that manufactures laptops. She receives a complaint from a customer that the warranty of his laptop has been reduced from 2 years to 18 months. Megan immediately accesses the firm's customer care software to view the customer's product information, matches the complaint with the proper service dispatch center, and provides a quick and effective response to the customer. This scenario is an example of _____.
a. order fulfillment
b. customer service management
c. customer relationship management
d. product commercialization
Answer: b.