1. Relate the information in section 10.2 about CRM to a recent customer experience you had and relate specific topics discussed within this section as they relate to your example. For example, when making an online purchase, did the site recommend other products that other customer also purchased with the item? Which topic presented in the textbook does this represent?

2. Relate aspects of the customer experience to topics discussed in section 10.3.3 on the order management cycle.