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"Have you segmented your customers by their individual needs – that is, by preferences, or life stage, or psychographics, or some other proxy for customer motivation (and not just by customer spending level or volume)?
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Does each of your needs-based customer segments have a “protagonist” within the marketing organization – someone responsible for watching out for that particular type of customer’s interests?
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Have you launched any new products or services specifically designed to appeal more to one or more of these needs-based segments?"

Trecho retirado de "How "Customer Healthy" Are You? 4 Questions"