A manager asks a team member to identify the top five customers by total dollars spent on the company’s services in the past calendar year. Which phase of the customer relationship management (CRM) system does this represent?

Distributing refers to the process of delivering information or products to customers or team members, rather than analyzing or presenting data. In this case, the manager is not distributing information but rather asking for a summary of customer spending, which aligns more closely with analyzing and reporting.

While analyzing involves examining the data to uncover patterns or insights, the question specifically focuses on identifying the top customers based on their spending. This step implies that the data has already been analyzed and is now ready to be reported, making analyzing an earlier phase in the process.

Predicting involves using historical data to forecast future customer behaviors or trends. The question is focused on past spending rather than making predictions about future behavior. Thus, it does not pertain to the predictive phase of CRM, but rather to the reporting of historical data.