Imagine you run a hotel business similar to Hotwire.com. You are in need to introduce a CRM system to suit your growing demand of customer and business needs. In deciding whether the CRM suit your needs, you are required to investigate the following through considerable amount of literature review. 1. Summarize the case study objectives. 2. What is the problem presented in the case study? 3. What is Customer Relationship Management? Identify different types of CRM software and select the best one (s) that meet your business needs. Explain your decision. 4. Why do you think it would be beneficial for your business to introduce CRM systems into the business? 5. What benefits do you think Salesforce provide to your business? • Penalty for Late submission: a deduction of 5% of the total mark shall be imposed on each of the next subsequent days.
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