Carla, a team leader in charge of customer relationship management, is planning strategies to improve the profitability of her firm's least profitable but loyal customers. She is also examining methods for "firing" customers in this group who cannot be made profitable. To which of the following customer relationship groups do these customers belong?
A) true friends
B) strangers
C) barnacles
D) innovators
E) butterflies

Question

Quizplus · Accepted Answer

Barnacles are customers who are loyal but not very profitable. They have a limited fit between their needs and the company's offerings, and efforts are often made to increase their profitability or to "fire" them if they cannot be made profitable.

Carla, a Team Leader in Charge of Customer Relationship Management