• Consider whether you are for or against the following statement in the electronic age: Customer relationships are more important than ever, and Zappos provides the new benchmark that all corporations should follow. Select a side in the argument and justify your answer.
• Does Zappos use a CRM? How can the use of a CRM support business operations?
• What are the benefits and challenges of using a CRM in a business?
• What would you suggest as best practices that should be used for a CRM to be successful?