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3. In establishing a successful customer relationship and stay competitive in the market, Amazon should take care of the following. Elaborate both areas in detail.

3. In establishing a successful customer relationship and stay competitive in the market, Amazon should take care of the following. Elaborate both areas in detail.

a) The required changes which meet the expectation of the customers.

(15 marks)

b)The elements needed in the implementation of the successful CRM strategies.

(15 marks)

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