1 . What is a customer relationship management program (CRM)? Describe one CRM program that you have participated in as a customer. 2. Why do customers have privacy concerns about the frequent-shopper programs that supermarkets offer, and what can supermarkets do to minimize these concerns? Ch 11 3. How and why would you expect variety and assortment to differ between JCPenney's store and internet site? 4. Using the 80-20 principle, how can a retailer make certain that it has enough inventory of fast-selling merchandise and a minimal amount of slow-selling merchandise