Discussion
Review the "Chapter Eleven Case: Zappos Is Passionate for Customers" at the end of Ch. 11 of Business Driven Technology.
Discuss whether you are for or against the following statement in the electronic age: Customer relationships are more important than ever, and Zappos provides the new benchmark that all corporations should follow.
Select a side in the argument and justify your answer. Also, discuss the following:
• Does Zappos use a CRM?
• How can using a CRM support business operations?
• What are the benefits and challenges of using a CRM in a business?
• What would you suggest as best practices that should be used for a CRM to be successful? Explain your answer.
Respond to at least three of your peers. In your response, address any thoughts you have on CRMs supporting business organizations, benefits/challenges of CRMs, and best practices.
The response should include a reference list. Double-space, using Times New Roman 12 pnt font, one-inch margins, and APA style of writing and citations.