You have been called by your director at his office one evening for a cup of tea. Over the discussion he mentions how difficult is it for him to: Manage the data of the customers and track them. > Managing new customers He wants to automate some of the processes and he is unsure of which ones he wants to. > Automate reporting to the top management. You need to explain him, how CRM projects work and what are the considerations that he must keep in his mind. Course Background - Customer Relationship Management