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1

A customer starts with understanding who the company's customers are and how they help the company meet strategic goals.
2

occurs when a Web site can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person.
3

Front office operations deal directly with the .
4

The three phases of CRM include (1) , (2) analyzing, and (3) predicting.
5

generators, campaign management, and cross-selling/up-selling are the three primary operational CRM technologies used in the marketing department.





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