1. Preparing customer data for analysis (the analysis process) includes which of the following steps?
   1. classification, estimation, regression, prediction, and clustering
   2. identification, differentiation, interaction, customization

c. collecting, defining, analyzing, comparing

d. ranking, modeling, simulating, learning

2. The third stage in the evolution of CRM software is:

a. SaaS CRM

b. CRM in the cloud

c. Open-source CRM

d. Enterprise CRM

3. According to Marijo Puleo, a customer-strategy organizations first investment should be in:
   1. establishing a customer-centric vision
   2. employee training and hiring
   3. information technology
   4. organizational reordering

4. The lowest level of consciousness in the development of the organization is:
   1. Internal cohesion
   2. External cohesion
   3. Transformation
   4. Self-esteem