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Your name and surname + your telegram nick (@ivanivanov) *
Listen carefully and complete the following sentences with no more than three words in each gap.
1. Customer relationship management, CRM for short, refers to the systems and processes that companies use to __________. *
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2. Some people associate CRM with the software used to manage interactions, such as e-mails and  __________. *
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3. CRM is a way for organisations to create more _________ businesses. *
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4. Where the customer experience is ________ of everything that the company thinks and feels about its market. *
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5. Although CRM software seems systematic and mechanical, in a mass market it can help to record personal ________ . *
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6. At the same time, it helps to manage interactions efficiently and provide a ________ to the customer. *
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