1. The city of London (U.K.) charges an entrance fee for automobiles and trucks into the central district. About 1,000 digital cameras photograph the license plate of every vehicle passing by. Computers read the plate and numbers and match them against records in a database of cars for which the fee has been paid for that day. If the computer does not find a match, the car owner receives a citation by mail. Examine the issues pertaining to how this process is accomplished, the mistakes it can make and the consequences of those mistakes. Also, examine how well the system is working by checking press reports. Finally relate the process to business intelligence.

2. Distinguish between operational CRM systems and analytical CRM systems