Question: 282 Chapter 8 CASE QUESTIONS 1. How should Telco approach segmenting its customers? That is, on what basis (cost to service, profitability, etc.) should the

282 Chapter 8 CASE QUESTIONS 1. How should Telco

282 Chapter 8 CASE QUESTIONS 1. How should Telco approach segmenting its customers? That is, on what basis (cost to service, profitability, etc.) should the customers be segmented? 2. How should Telco tailor its service offerings to each customer segment? 3. Should certain customers be asked to take their business elsewhere? 4. How should the revised service packages to each segment be introduced to that seg- ment? By the sales force? Should all segments be done at the same time? 5. Each division has its own sales force, manufacturing facilities, and logistics network. As such, common customers (those who buy from more than one division) place separate orders with each division, receive multiple shipments, and receive multiple invoices. Would it make sense for Telco to organize around customer rather than around product? If so, how would this be done? What would the new organizational metrics look like

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