1- EXAMPLES ARE REQUIRED OF FOLLOWING KEY FEATURES OF CUSTOMER RELATIONSHIP MANAGEMENT

• Customer Needs
• Customer Response
• Customer Satisfaction
• Customer Loyalty
• Customer Retention
• Customer Complaints
• Customer Service

2- EXAMPLES ARE REQUIRED OF FOLLOWING BENEFITS OF CUSTOMER RELATIONSHIP MANAGEMENT

• Streamline and Automate Processes
• Make Smarter Offers
• Improve Customer Service
• Increase Sales
• Work Remotely
• Reduce Costs
• Maximize Customer Lifetime Value

3- Analyse the impact of quality management systems under ISO

4- Include examples from other organizations to prove how they have achieved CRM within their organization

5- An assessment on the role of internal staff in achieving effective customer relations experiences