Does Zappos use a CRM? How can using a CRM support business operations?

Review “Chapter Eleven Case: Zappos Is Passionate for Customers” at the end of Ch. 11 of Business Driven Technology.

Respond to the following in a minimum of 175 words:

  • Consider 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.
  • 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.
  • attachment

    zappos.docx

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