read one chapter and answer the Qs. there are 2 parts

Use the headings below with the information requested.  

• Chapter Overview–A brief overview of what the chapter was about. 
• Topic of Interest 1–What two topics were the most interesting to you and why? 
• Topic of Interest 2– What two topics were the most interesting to you and why? 
• Real life relation–Relate something in the chapter that you experienced in your real life. Discuss what it is and how it relates and/or exemplifies an idea in the book.  Even if you have no CRM, retail, or work experience, think critically about your experience as a customer with businesses of all sizes.
• Part # 2 Just 8-10 sentences for this 3 Qs 

• After reading the introductory chapter answer the following:                             

  1. What is your definition of CRM?
  2. Is CRM good? For whom? Why?
  3. Describe one example how an organizations’ CRM activity has affected you. 

  ONE LINERS WILL EARN A ZERO; UTILIZE CRITICAL THINKING (Links to an external site.) WITH SUBSTANTIVE RESPONSES.

   

  this is the link for the book. all you need to read is chapter one.

  https://books.google.com/books?id=Dd2jIx-dtCgC&printsec=frontcover&dq=managing+customer+relationships+a+strategic+framework+Peppers,+rogers+ebook&hl=en&sa=X&ei=fYQcVYP5O8G6ggTPqILIBw&ved=0CCwQ6AEwAA#v=onepage&q=managing%20customer%20relationships%20a%20strategic%20framework%20Peppers%2C%20rogers%20ebook&f=false