In general, at which point in the customer relationship management process will a firm gather specific information on each individual customer's touchpoints with the company?

In general, at which point in the customer relationship management process will a firm gather specific information on each individual customer's touchpoints with the company? immediately after storing and analyzing customer information immediately after utilizing onalysis to build customer relationships immediately after learning how customers interact with the firm immediately after identifying the firm's current customers immediately after tailoring promotions for a specific product line