Certified Supply Chain Professional (CSCP) Practice Exam

In the decline stage of CRM, what must be assured to customers?

1. Access to social media support

2. Availability of maintenance for obsolete products

3. Promotion of new features

4. Reduction in service costs

The correct answer is: Availability of maintenance for obsolete products

In the decline stage of Customer Relationship Management (CRM), assuring customers of availability of maintenance for obsolete products is crucial. During this phase, products may no longer be actively sold or produced, but customers who still rely on these products need to feel secure knowing that they can receive support and maintenance. This reassurance not only helps maintain customer loyalty but also mitigates frustration that could arise from the challenges of using outdated technologies or products. Ensuring customers have access to necessary support demonstrates a commitment to service, even as the product lifecycle comes to an end. While other options might seem plausible, they do not address the specific needs of customers experiencing the decline of a product. For instance, social media support can enhance communication but does not replace the need for maintenance. Promotion of new features is relevant only if the product is actively being developed, which is not typically the case in the decline stage. Similarly, while reducing service costs may be beneficial for customers, it may not be feasible or even necessary if the focus is on maintaining the existing products. Thus, providing maintenance for obsolete products stands out as the most critical assurance for customers during this phase.