indivi

Chapter 13

1. Explain why social media works
2. Provide some company-specific reasons for using social networking in CRM.
3. Provide some customer-specific reasons for using social networking in CRM.

Chapter 14

1. Why should a field service management application be considered for inclusion as part of a CRM strategy?
2. What steps can companies take to meet or optimally exceed rising customer expectations, which are set in part by rapidly evolving technologies?
3. Why are price comparison apps beneficial for some retailers and dangerous for others?

Each question response will be a minimum of two paragraphs.