Customer analytics is a process by which data from customer behavior is used to help make key business decisions via market segmentation and predictive analytics. This information is used by businesses for direct marketing, site selection, and customer relationship management. Essentially, customer analytics is used to optimize each interaction with each customer. Based on the information you have read thus far and your own understanding of CRM discuss the following:

How has technology changed this process?

What do you see in the future for customer analytics?

This online article might help in developing your responses.

http://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/why-customer-analytics-matter