Assessment Results of CMA 101 1.1 Segmentation (Level 3 Practising) 1.2 Use of Analytics (Level 3 Practising) 1.3 Voice of Customers (Level 5 Leading) 1.4 Customer and Service Strategy (Level 3 Practising) 2.1 Managed Communication (Level 4 Optimizing) 2.2 Channel Strategy (Level 4 Optimizing) 2.3 Coordinated Channel (Level 3 Practising) 2.4 Customer Management Process (Level 3 Practising) 3.1 Alignment of Roles (Level 4 Optimizing) 3.2 Delivery of Integrated/Joined-up Services (Level 3 Practising) 3.3 Process Integration and Improvement (Level 4 Optimizing) 4.1 Performance Metrics (Level 4 Optimizing) 4.2 Customer-centric Culture (Level 5 Leading) 5.1 IT Management and Blueprint (Level 4 Optimizing) 5.2 Application and Solution (Level 4 Optimizing) 5.3 Security and Privacy (Level 5 Leading)