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

Explanation:

A firm exceeds, retain customer only by

1. Continuously improving: Even a successful company will have some flaws, where they have to find, repairs it and go to the next level. So improvement is unchangeable.

2. Innovate: Create new products, showing things in a newer fashion connects the customer and when the customer is connected the business is always on.

3. Update Core competencies: Upgrade is necessary in each and every part of the organization which includes skills of employees, infrastructure, etc.

answer; /// the above statement is (true);

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