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2 (20 Marks) 2.1 Explain the concept of Customer Relationship Management (CRM) and what CRM programs typically include. (15 Marks) 2.2 Discuss the business benefits

2 (20 Marks) 2.1 Explain the concept of Customer Relationship Management (CRM) and what CRM programs typically include. (15 Marks) 2.2 Discuss the business benefits of adopting a CRM in an organisation

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