Which two options are part of customer relationship management? (Choose two.)

Developing market research is typically a broader marketing function focused on understanding the entire market, while CRM specifically focuses on managing interactions with individual existing and prospective customers.

Moving the customer towards positive decisions about IT investments and initiatives is a core goal of CRM, as it focuses on nurturing relationships to drive sales, adoption, and ongoing engagement that benefits both the customer and the business.

Classifying customer segments is an analytical activity that informs CRM strategies, but it's not a direct, ongoing process of customer relationship management itself; rather, CRM uses the results of segmentation.

Identifying key stakeholders within a customer's organization is fundamental to effective CRM, as it ensures that communication, support, and sales efforts are directed to the right individuals who influence decisions and outcomes.