Customer Relationship Management (CRM) is Any application or initiative designed to help an organization optimize interactions with

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Customer Relationship Management (CRM) is “Any application or initiative designed to help an organization optimize interactions with customers, suppliers, or prospects via one or more touch points – such as a call center, salesperson, distributor, store, branch office, Web, or e-mail – for the purpose of acquiring, retaining, or cross-selling customers.

a) Explain the four (4) elements of Customer Relationship Management that are important for a logistics company.

b) There are five (5) successful implementation in eCRM. Discuss it.