Final answer:
Market segmentation is a critical first step in building a customer relationship marketing program for Lexus because it helps identify and understand different customer groups, tailor marketing efforts, and allocate resources more efficiently.
Step-by-step explanation:
Market segmentation is a critical first step in building a customer relationship marketing program for Lexus because it allows the company to identify and understand different groups of customers with specific needs and preferences. By dividing the market into segments, Lexus can tailor its marketing efforts to effectively reach and engage each segment.
For example, Lexus may identify a segment of environmentally conscious customers who value fuel efficiency and sustainability. By developing marketing messages and products that speak to this segment's preferences, Lexus can build a strong customer relationship and loyalty.
Market segmentation also helps Lexus allocate its marketing resources more efficiently. It allows the company to focus its efforts on the most profitable segments and maximize the return on investment.