This question shall be directed for a specific purpose and that will be to know how through customer relationship management, the needs of customers can be known. As seen earlier, it is the purpose of the study to come out with the expectations of the customer of the organization.
This question shall be used to achieve that purpose. By linking the question of customer needs to customer relationship management, the implication is that literature to be reviewed (secondary data collection) and data to be collected on the field (primary data collection) on customer needs and expectations shall only be taken from customer relationship management.
With this delimitation, there is the implication that there are other ways that organizations can find out about the needs and expectations of customers other than relying on customer relationship management. For example Selasi talks of commercial survey to be conducted by specially employed statisticians. T
here however remain lots of economists, psychologists and marketers who hold the school of thought that customer relationship management is the single most effective way to sample the needs and expectations of customers about an organization.
Reasons as to why these people argue this way and what they defense points are shall critically be analyzed through this research question.