Question: 1. What was the problem at Graybar described in this case? How did this problem affect Graybars business performance? 2. How did analytical CRM change

1. What was the problem at Graybar described in this case? How did this problem affect Graybar’s business performance?

2. How did analytical CRM change the way Graybar ran it business? Compare the way Graybar handled its customer relationships before and it implemented analytical CRM?

3. Give examples of three decisions that were improved by Graybar’s new customer analytics system.

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