1) What is the difference between a strategic information system and a tactical system? Use examples from your firm to illustrate.
2) The author of the text spends considerable time discussing value creation and appropriation. Offer a unique example, real or imagined, of a firm increased Customer Willingness to Pay, but failed to create Added Value. Thoroughly explain your example.
3) Describe the FOUR main phases of the Customer Service Life Cycle using an example that illustrates each phase.