Read the CRM at Minitrex Case Study on pages 243-245 in the textbook.
Answer the Discussion Questions at the end of the Case Study.
1. Explain how it is possible for someone at Minitrex to call a customer and not know (a) that this is a customer and (b) that this is the third time this week that they had been called.
2. Outline the steps that Bettman must take in order to implement CRM at Minitrex. In your plan be sure to include people, processes, and technology.
