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One of the most common uses of customer relationship management (CRM) in consumer markets is to rank customers on profitability or lifetime value measures. Highly profitable customers get special attention, whereas unprofitable customers get poor service or are often “fired”. What are the ethical and social issues involved in these practices?
One of the most common uses of customer relationship management (CRM) in consumermarkets is to rank customers on profitability or lifetime value measures. Highly profitablecustomers get special…
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