Ch. 9 discussed the different levels of decision making: strategic, managerial, and operational. See Making Organizational Business Decision in Ch. 9 to review.

Using the concept of CRM discussed in Ch. 11, put yourself in the role of a decision maker at each decision-making level.

1. As a strategic-level manager, what are two unstructured decisions that you might need to make about a CRM program?

2. As a management-level manager, what are two semistructured decisions that you might need to make about a CRM program?

3. As an operational-level manager, what are two structured decisions that you might need to make about a CRM program?