Imagine that you are a new student at a university that requires each student to have a computer but does not provide guidelines beyond the fact that they have to be laptops, use wireless networks, and have the capability to use basic office applications and statistical analyses. The laptops have to be useful for three years. Develop a list of activities from the customer service life cycle that apply to this situation. Identify the CRM applications that can be used for each activity.

Table 12.4 Phases in the Customer Service Life Cycle Table 12.4 Phases in the Customer Service Life Cycle