What did you hear in the presentation that reinforced what you learned (Managing Process, CRM, Customer Service)?

https://www.youtube.com/watch?v=5YGc4zOqozo&feature=youtu.be

Based on the YouTube and Dave Carroll’s video in discussion question one, answer the following question:

What did you hear in the presentation that reinforced what you learned (Managing Process, CRM, Customer Service)?  Or what did you hear that was different? Explain in detail, citing information from the previous week’s lectures.