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In order to meet and exceed customer's expectations, firms must: a. answer the questions: who, what, when, where, how, and why as they apply to customers b. constantly manipulate customers' perceptions of their needs. c. successfully defend their established core competencies from imitation by competitors. d. continuously improve, innovate, and upgrade their core competencies.

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Answer:

The correct answer is (D)

Explanation:

Customer satisfaction is the key to improve sales and gain maximum market share. Firms and organisations try different methods to diversify their products and exceed customer’s expectation. It is important that firms improve, innovate, and upgrade their products, operational and delivery system to exceed customer's satisfaction. As long as firms try to innovate the products they stay in the market and compete.

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