Question 1:
a) The four main perspectives of CRM are Strategic, Operational, Analytical and Collaborative. Describe clearly the dominant characteristic of each of such perspectives.
b) Give four objectives of CRM.
c) Explain in brief five advantages of adopting CRM.
Question 2:
a) What do you mean by Customer Relationship Management?
b) Give two main differences between CRM and e-CRM.
c) Describe seven main steps that you are going to initiate in order to implement the CRM system?