reply to the following post: CRM plays a vital role by allowing the business to understand what the customer is looking for, expects, and how they feel about the service and process of the service received. Also tells why they lost the customer and how to win the customer back and what benefit packages will work best for the customer. LaRosa's Pizzeria went out to active and non-active customers in areas where the pizzeria was not located, and they did some surveys to find out what customers expect and customer experiences. The customer looks at more than just the taste of the food. Some examples of what customers look at is the restroom clean does the sink work where the employees can be their hands after they are done using the restroom. Also, are the tables and floors clean in the restaurant. Are the cleaning supplies such as the rags being used to wipe the tables down clean or dirty