Question: QUESTION 2 For a 30-year-old technology category, it is amazing to see the CRM (customer relationship management) industry continue to grow at a staggering rate.

QUESTION 2 For a 30-year-old technology category,

QUESTION 2 For a 30-year-old technology category, it is amazing to see the CRM (customer relationship management) industry continue to grow at a staggering rate. Why? Because CRM is at the heart of every business that wants to compete on customer experience. It enables companies to access 360-degree views of customers in real time to drive reliable, trusted, personal and in-context experiences along customer journeys. 1. Define customer from various perspective in the supply chain (2 Marks) 2. Discuss service reliability components and the impact towards customer perception? (10 marks) 3. Briefly explain customer expectation from company's logistics performance (8 marks)

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