True/False

1. Customer service is anything that touches the customer.
2. Firms today are beginning to use techniques such as activity-based costing to more accurately allocate costs to customers. It's based on the specific costs of servicing a customer's orders relative to how, how much, what, and when a customer orders.
3. The identification of the product/service package for each customer segment is one of the easier activities in the CRM process.
4. With the proper information on how a customer's interaction drives firm's costs, the firm can then segment its customers by profitability.
5. "Order to cash" and "replenishment cycle" are the same.
6. A driving force behind the attention to OTC cycle variability is safety stock. The absolute length of the order cycle will influence demand inventory.
7. Customer service is of equal importance to both logistics and marketing.
8. From a marketing perspective, logistics customer service can be thought of as a feature of the augmented product that adds value for the customer product.
9. Dependability is not as important to a buyer as is absolute length of lead time.
10. For the best service, all products should be available at all levels regardless of cost.