$1$ Customer relationship management systems are built around a database and when this database is accessed by employees and customers using a

website, the technology is often referred to as e$-$CRM$.$ Explain the common applications that Uber, McDonald$$s$,$ and CocaCola use, which could be integrated in a CRM system and what CRM programs include. $(15)$

$1\mathrm{.}2$ CRM can be viewed as an integrated system of Web$-$enabled software tools and databases accomplishing a variety of

customer$-$focused business processes that support the three phases of the relationship between a business and its

customers. Explain the three phases that are being referred to$.(10)$

$1\mathrm{.}3$ Provide examples of the business benefit of Customer Relationship Management.

$(5)$