On the basis of the key elements of the CRM (customer relationship management) technology, select possible contact point failures were you would create improvements in the form of new or improved services. Why do you consider these to be contact point failures?
For the contact point failures, identify and analyze at least two areas for the improvement or creation of new services.
Why do you suggest these areas for the improvement or creation of services? How will customers benefit by improving these areas or creating new services?
In addition, write a statement positioning the brand around the new or improved services.