Bobby owns a computer store that sells new and used computers and has a service department. When customers buy computers at his store, he offers a service package at a discounted rate. Additionally, he has an ongoing promotion that allows customers to trade in their old computers for new ones at much lower prices than his competitors can offer. He is able to do this because his service department can fix customers’ old computers, which allows him to resell them to other customers. Based on this scenario, Bobby is focused on ((enhancing the profitability of existing customers and extending the duration of customer relationships.))

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