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What is customer service? Do you think self-service technology is important in customer relationship management? Why? Explain with your own examples with City Mart Supermarket.

What is customer service? Do you think self-service technology is important in customer relationship management? Why? Explain with your own examples with City Mart Supermarket. Please answer according to "Customer Relationship Management Concepts and Technologies" by third edition of Francis Buttle and Stan Maklan's book with not less than three pages.

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