Question: Given the commoditized nature of many markets today, does customer relationship managementand its associated focus on quality, value, and satisfactionmake sense? If price is the

Given the commoditized nature of many markets today, does customer relationship management—and its associated focus on quality, value, and satisfaction—make sense? If price is the only true means of differentiation in a commoditized market, why should a firm care about quality? Explain.

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