Explain how to identify customer relationships with the organization. Companies that implement a CRM system adhere to a customer-centric focus or model. A customer-centric company focuses on learning the factors that build long-lasting relationships with valuable customers and then builds its system on what satisfies and retains those customers. Building relationships through CRM is a strategic process that focuses on learning, managing customer knowledge, and empowerment.
2.1 Briefly explain the concept of a customer-centric focus. Why is this so important in a CRM process? 2.2 What is meant by knowledge management? Why is it so important in a CRM system?