Based on the article by Thakur et al. (2006), define a customer relationship management (CRM) system. Identify and explain the seven critical questions a firm needs to answer before implementing a CRM system.

A customer relationship management system (CRM) is the process company's use to acquire, serve, and retain customers. Effective strategies are implemented that contribute to continuous improvement of customer relationships. Failure of CRM systems is often due to an organizations inability to address seven critical steps of CRM success. The seven critical steps are as followed:

1.Customers are the number one focus of CRM strategies. Firms should configure CRM processes around customer satisfaction rather than products. Customers must have the ability to communicate with upper levels...