Read the CRM at Minitrex Case Study on pages 243-245 in the textbook and answer the following questions at the end of the Case Study.
- Explain how it is possible for someone at Minitrex to call a customer and not know (a) that this is a customer and (b) that this is the third time this
week that they had been called.
- Outline the steps that Bettman must take in order to implement CRM at Minitrex. In your plan be sure to include people, processes, and technology.
Sample Solution