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question 1. The Future of Customer Service and Relationships(reading for the week)

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After reviewing this week’s readings, develop a one-page overview of what you might imagine a CRM system will look like in 10 years. Remember, the 18 – 24-year-olds will be 28—34 by then! Please double space, write in essay format, and properly cite where needed.

question 2. (2 pages) Review the Oracle research results Consumer Views of Live Help Online 2012: A Global Perspective. Assume you are servicing customers in one of the following regions:

  • China
  • Europe
  • Latin America (Mexico and Brazil)

Develop an online help approach that would best serve your customers in a format you may use to present to the management of your company. Support your recommendations with results presented in the Oracle paper. Feel free to use other information you may find on the internet, but it’s not required.


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