In this chapter, we discussed using such technologies as B2B e-marketplaces to create tighter supply chain managements, thereby driving out costs. Recall that another major business initiative is customer relationship management (CRM).
How can B2C e-commerce businesses use the Internet to further enhance their CRM initiatives?
How can B2B e-commerce businesses use the Internet to further enhance their CRM initiatives?
Does it become easier or harder to maintain relationships with customers as businesses move toward more electronic commerce? Why?