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.”
If the organisation already have a clear segmentation in place and knows "the wants and needs of the individuals" that form the segments, the answer should be the A, otherwise I think to check the segments answer B should be the right answer
"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!
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