Question: 20. 21. State and explain the practices for effectively dealing with customers. List the popular ways of collecting information about customers. State and describe commonly

20. 21. State and explain the practices for effectively dealing with customers. List the popular ways of collecting information about customers. State and describe commonly used factors and metrics to measure customer satisfaction, loyalty and engagement. How does customer relationship management (CRM) help firms gain and maintain competitive advantage? 22 23

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