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Let’s get acquainted with CRM! This first discussion will help you get a ‘feel’ for the scope of CRM and what we’ll be learning in this course. Watch the short Introduction to CRM video (Links to an external site.) on a business-to-business (B2B) buyer-seller relationship, think about how it connects to what you’ve learned so far, and answer the questions below. Be sure to understand what a B2B relationship is!

Module 1 Unit 1 Lecture Notes (PDF)Actions
Module 1 Unit 2 Lecture Notes (PDF) Download Module 1 Unit 2 Lecture Notes (PDF)
Module 1 Unit 3 Lecture Notes (PDF)Actions

Narrated Lectures:

Module 1 Unit 1 Lecture Video (21:02)
Module 1 Unit 2 Lecture Video (22:26)
Module 1 Unit 3 Lecture Video (16:14)

Additional Resources

Video: What is CRM? (Links to an external site.) by BAASS Business Solutions (4 minutes)
Document: CRM Evolution Timeline image for download (JPG)
Blog: Building Customer Relationships in Four Steps (Links to an external site.)

State the question and then your responses.
Question 1. In your own words (approximately 50 words), explain how this video illustrates a customer-centric philosophy.
Question 2. Explain how George and his company (seller) achieved a 360o view or ‘single view of XYZ Corporation (buyer)’?
Question 3. Explain two (2) connections you observed in this video that were discussed in Module 1, other than the single view of the customer. Be sure to explain what the concept is, how it is illustrated in this video, and where you found it in the course materials (Unit and page).
Question 4. How might CRM be used in a not-for-profit setting such as local government OR charitable fundraising? Be specific.
Question 5. State a thought-provoking question you have about differentiation or CRM in general. Don’t ask it if the answer can be easily found in the course material!

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