1.What role does technology play in CRM? Is CRM mostly about technology or mostly about relationships?
Although CRM is mostly about relationships, technology still plays a big part. I would say that CRM exist because of technology, but its focus is on the relationships between data collected, not the technology it's self. Technology has enhanced the data collection and analysis companies are capable of when researching customer's relationships.
2.What types of communication (e.g., e-mail, texting, Facebook, and so on) methods would you want to have with a company you do business with? Explain.
I like to have communication with companies I frequent, but less is more to me. I perfer e-mail communication from businesses. At some point, companies begin to over whelm all communication platforms, and that is a turn off to consumers. When an organization begins texting me, emailing daily, or taking over my Facebook news feed with ads, I typically end up removing myself from the texting list server, unsubscribing to emails, and blocking the ads from Facebook.
3.If you were the chief executive officer of a Fortune 500 company, would you be comfortable using social media sites like Facebook or LinkedIn as part of your CRM strategy? Why or why not?
As a CEO of a large company, I would be comfortable using social media as a part of my CRM strategy. For a growing number of consumers, more attention is directed to social media than any other communication platform. If social media is to be incorporated into a CRM strategy, the company must take precautions to ensure it is done properly and in a manner that will reflect well upon the company.
Week 12/ Chapters 8 & 9 13
Case Two: