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  CRM Elementary Units and Standards: ADOPTION ●        Vision and leadership ●        Planning and communication ●        Embraced by top performers BUSINESS PROCESSES ●        Aligned with sound strategy ●        Customer-centered ●        Identify unique needs ●        Make trade-offs COMMUNICATION ●        Reflects your target customer ●        Tailored to value proposition ●        More human; less robot ●        Frequent and

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