Question: Scenario 1 : Predicting Customer Needs with Social CRM ( 2 . 5 marks ) A researcher examines the integration of social platforms with the

Scenario

1

: Predicting Customer Needs with Social CRM

(2.5

marks

)

A researcher examines the integration of social platforms with the CRM system in a specific organization to predict customer needs and proactively address them before they become issues.

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