Describe what the case is about, provide the important elements of the history of the situation, and specify the key problem or issue of the case (e.g. what decision has to be made by which manager).

Describe what the case is about, provide the important elements of the history of the situation, and specify the key problem or issue of the case (e.g. what decision has to be made by which manager). This is your introduction.
Examine how the company used the practice of operational CRM to customer-facing processes of marketing automation, sales force automation, and surveys service automation.
Analyze how the CRM helped or can help the company with the following:
Marketing automation
Sales force automation
Survey service automation
Include the most important information from the case in your conclusion.
Include a reference to the case, and cite the reference in APA format.
Case Report Resources are success stories that customer companies have had with 3 popular CRM providers: Links here.
Blackbaud
Salesfoce
MS Dynamics