- Subject: Customer Relationship Management - The recommended textbook for the subject: A Practical Approach (6th Edition) - 978-0-13-274239-9 (ONLY CHAPTERS 11 & 12 FOR THIS ASSIGNMENT). https://

- Subject: Customer Relationship Management

- The recommended textbook for the subject:

A Practical Approach (6th Edition) - 978-0-13-274239-9 (ONLY CHAPTERS 11 & 12 FOR THIS ASSIGNMENT).

https://www.ted.com/talks/joe_gebbia_how_airbnb_designs_for_trust    (use this on the citations as well)

- The assignment should follow the APA Guidelines.

- Answer the following essay questions:

1. Explain some of the most rapidly advancing technologies customers are seeking out.
2. List the new ways that customers are doing business over the Internet. Do you like the direction businesses are going? Why or why not?
3. Find an article that discusses the topic of customer service. Summarize your findings and relate the information to what has been discussed in this course.
4. In your opinion as businesses become more technologically driven do you feel this has an impact on customer service why or why not?
5. View the Ted Video: https://www.ted.com/talks/joe_gebbia_how_airbnb_designs_for_trust
   • First describe how Air BnB designs for trust in customer service. Then describe other businesses that currently do not use such methods who might benefit from their application.

6. From what you have studied within this course, summarize the purpose and benefits of customer service.