Class this is a published peer reviewed research article about CRM in the hotel industry in Tunisia. Please read carefully and respond to the following questions:

Here is the PDF link: https://www.emerald.com/insight/content/doi/10.1108/JHTT-08-2014-0042/full/pdf?title=key-factors-for-a-successful-implementation-of-a-customer-relationship-management-technology-in-the-tunisian-hotel-sector

1- Summarize the article key findings.

2- What is a CRM and how can it help hotel industry performance in Tunisia?

3- What are the success factors of CRM implementation?

4- How can the CRM performance be evaluated? What are the metrics?

5- Can these findings be generalized to other fields? how? (Example in the banking industry and the taxation offices in Tunisia) Note: Explain the benefits of CM implementation from a technology and human behavior perspective.