1. Customer-relationship management (CRM)

a. Describe customer-relationship management (CRM) and provide two examples of real companies that use CRM effectively based on your own personal experience (don't Google this, but instead think about your own experience). Indicate why you think the companies you chose are good examples. Do not use the examples in the text (Caesars, Sheraton, and Amazon are mentioned in the text). Local business examples are best but not required.

b. What is social media marketing? Describe one real company example that is not from the text (Starbucks and PepsiCo are mentioned in the text).

2. Product concepts

Describe each of the four major categories of new product developments (new-to-the-company, improvement of existing product, extension of product line, and new-to-the-market). Use examples in your descriptions, and do not use the examples from the text.