Chapter 4
10. Explain fully the CRM levels and the integration ofCRM.11. Explain fully how a CRM supported customer responsivestrategy results in competitive advantage.12. Explain fully the steps to developing a CRMstrategy.
Chapter 5
13. Identify the components of the problem definitionframework.
14. Discuss fully the 6 considerations in deciding whether toconduct research.
15. Discuss the ethical issues regarding marketingresearch.
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