The CRM Process Cycle

Read the overview below and complete the activities that follow.

Customer relationship management $($CRM$)$ is a comprehensive business model for increasing revenues and profits by focusing on

customers. CRM assists in developing and implementing a customer$-$centric approach to a business, and is an activity that is central to

maximizing firm success. Categorize the following statements into their respective category in the CRM process.

CRM is a timely and relevant topic that ties together a number of important concepts of modern marketing management and is an

important enabler of great marketing. Positioning CRM as a comprehensive business model provides the impetus for top management

to properly support it over the long run and for various internal stakeholder groups to have the opportunity to both use it and impact

how it is used. The process cycle for CRM may be divided into the following four elements: knowledge discovery, market planning,

customer interaction, and analysis and refinement.

Read the statements. Drag and drop each item into the correct spot within the chart.