Examine which question a firm would ask to assess a customers potential value.

Choose one correct option.

(a) How much can a firm reduce the cost of serving a customer with minimal decline in the customers satisfaction?

(b) What additional products or services can a firm sell a customer if the firm had such products and services?

(c) What current value would a firm capture if it prevents a customers defection?

(d) How much more of a customers business could the firm capture by keeping the relationship exactly the same?