Question

According to Paul Greenberg, Amazon.com is the master of the 2-minute relationship and Boeing is the master of the 10-year relationship. Visit www.boeing.com and www.amazon.com. From Greenberg’s statement and from the appearance of these Web sites, it appears that Boeing is committed to traditional CRM and Amazon.com to social CRM. Give evidence from each site that this might be true. Explain why the products and business environment of each company cause this difference. Is there any justification for traditional CRM at Amazon.com? Why or why not? Is there any justification for social CRM at Boeing? Why or why not? Based on these companies, is it possible that a company might endorse Enterprise 2.0, but not endorse social CRM? Explain.


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  • CreatedSeptember 15, 2015
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