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. Analysis and Refinement Knowledge Discovery Learning Credit Card Company Video Game Retailer Customer Interaction Marketing Planning Airline Internet Book Retailer Action Reset Anna calls customer service to resolve an issue with her credit card. She is informed that the call is monitored for quality assurance. Credit Card Company Video Game Retailer Airline Internet Book Retailer A national video game retailer uses the recent sales volume data from a new store located in a recently developed suburban neighborhood to determine whether or not they should build more stores in that location. Credit Card Company Video Game Retailer Airline Internet Book Retailer Due to customers' complaints regarding miscommunications, an airline company decides to move their large-scale call center in India back to a smaller one in the United States. Credit Card Company Video Game Retailer Airline Internet Book Retailer To increase repeat business, an Internet book retailer adds a "Recommendations" module to the home page of their website that draws from what customers have purchased in the past. Credit Card Company Video Game Retailer Airline Internet Book Retailer