35 Customer interaction management and customer relationship management services namely services which focus on receiving and responding to general inquiries, pre-sales requests collateral requests, sales requests, provisioning requests, technical support billing inquiry and adjustment, account maintenance, collections, customer retention, inquiries of customers and others and in the delivery of information necessary for the provision of such services- sales support services, services in the definition, design, development, implementation and evaluation of programs to evaluate and improve the operational performance of products services, access to information and processes of others