- Subject: Customer Relationship Management - The recommended textbook for the subject: A Practical Approach (6th Edition) - 978-0-13-274239-9 (ONLY CHAPTER 4 & 5 FOR THIS ASSIGNMENT). - The assig

- Subject: Customer Relationship Management

- The recommended textbook for the subject: A Practical Approach (6th Edition) - 978-0-13-274239-9 (ONLY CHAPTER 4 & 5 FOR THIS ASSIGNMENT).

- The assignment should follow the APA Guidelines. 

- Answer the following essay questions:

1. Give specific examples of situations where high-touch and low-touch environments are appropriate.
2. What role does customer expectation play in the establishment of a customer service strategy? Do you agree or disagree? Explain your position.
3. Why are so many ineffective systems in place in organizations? How would you set about to change this if you were in charge of an organization?
4. How can a lack of empowerment affect a customer service provider’s ability to provide the service customers expect?
5. Explain empowerment in your own words.