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Q. Explain the formulation of a customer service strategy?
i. Customer service segmentation:
It involves identification of the different segments of the organization's customer base
ii. Cost -to-serve analysis:
Organizations need to analyze their current customer service delivery cost structure.
iii. Revenue management:
It involves determining the market share and the price premium impact of the behavioral responses of the customer segments for the different service levels.
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Q. Explain the formulation of a customer service strategy? i. Customer service segmentation: It involves identification of the different segments of the organization's cu
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