Question: 9- 3 How do customer relationship management systems help firms achieve customer intimacy? Identify three potential touch points for a retailer and explain what

9- 3 How do customer relationship management systems help firms achieve customer intimacy?

• Identify three potential touch points for a retailer and explain what a touch is.

• Describe the nature and purpose of sales force automation.

• Describe cross-selling and why it is important to a business.

• Distinguish between operational and analytical CRM.

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