1. What is CRM in general? Give examples of different CRM applications.
2. Enumerate and explain the various ways in which the CRM applications discussed here to save costs or help in other ways.
3. Which metrics would you use to measure before and after performance regarding the information technologies implemented in this case? Consider cost, service quality, cycle time, and any other performance factor and provide a specific metric (i.e., ratio, product, or absolute value).
4. What are the challenges of implementing mobile technology? Are the savings similar to web-based systems?
5. As an executive for FedEx or a similar company, what else would you implement using mobile computing and the Internet?

6. Information technology might bring people together, but it also isolates them. Explain the latter claim and give an example. How does social media help or harm inter-relationships between business professionals? Business organizations?

7. When a software developer creates a de facto standard (i.e., not the official standard, but something so widely used that it becomes a standard), it has monopolistic power. Should governments intervene to prevent this practice? Explain.