Customer Relationship Management

1. How is CRM deployed in several industries and the not-for-Profit context? Please support your answer with an example.
2. What is the importance of customer lifetime value (CLV)? If a firm neglects the churn rate, what impact will it have on the customer lifecycle?
3. Please select a service firm/organisation of your own choice and evaluate its sales, services, and marketing automation process. In your opinion, what

improvements the specified firm/organisation needs in their CRM processes (Sales, service and marketing)?
4. After the COVID-19 pandemic in 2020, firms/organisations opted to interact with the customer virtually in every industry. How, in your opinion, should the CRM

process be changed/improved to address any such environmental disruption/hostility in the future? Please address each step of CRM processes and support your answer

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with an example.

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