(a) The Marketing analysts Jim Sterne and Matt Cutler have developed a matrix that breaks the customer life into five distinct steps.

Describe these five steps.

(b) The CRM functional solution includes the following:

(i) Marketing Automation
(ii) Sales Force Automation
(iii) Customer Support.

What is the main purpose of the above functions and explain how it can help in customer satisfaction and retention by giving suitable examples?

(c) An important aspect of Customer Relationship Management is 1:1 Marketing.

Describe 1:1 Marketing for Customer Loyalty and discuss the privacy concern in such type of marketing.

(d) By giving appropriate examples, elaborate on customer retention programs for retaining customers.