1. Explain why many service companies claim to be more customer-centric?

2. Budi as top management in XYZ company. In recent years the company has invested in developing and implementing a series of automations to provide support service staff. Help Budi, how to find out whether service automation has been successful or has not been able to keep up with the investment costs that have been incurred. (Weight 20)

3. What are the things that the company must pay attention to in determining vendors / partners for e-CRM implementation purposes, as well as how the company selects / hires these vendors and partners? (Weight 20)