Which of the following tools is most appropriate for the firm to use to improve customer service?

A firm supplies products and services to a wide variety of industries with varying requirements for responsiveness and reliability. Many customers across these industries are not satisfied with the firm’s ability to meet the lead time and on time delivery requirements.

Which of the following tools is most appropriate for the firm to use to improve customer service?
A . Customer service ratio metrics
B. Market segmentation
C. Customer relationship management (CRM)
D. Supply Chain Operations Reference (SCOR®)

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Answer: B