The CRM-paradox by Nguyen

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Customer Relationship Management > Forum > The CRM-paradox by Nguyen

The CRM-paradox by Nguyen
Anneke Zwart, Student (University), Netherlands, Moderator
Recently, the CRM-paradox has been put forward by Nguyen, meaning the following: in CRM it is very common to treat certain customer groups differently from others, since various consumers have different needs and wants.
Clearly, there are several important benefits to such a segmented strategy. Firms are able to make their offerings more attractive to specific groups so that profits could increase, long-term relationships could be built, cross-sales could be created etc.
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