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Home : In the Classroom
Discussion Day II

Articles:

Customer Relationship Management  (Wikipedia.org)

Avoid the Four Perils of CRM (Harvard Business Review 2002)

CRM Done Right (Harvard Business Review 2004)

Case Study:

United Parcel Service: Delivering Packages & E-commerce Solutions  (e-business strategy, IT infrastructure, IT-business relationships)

Questions

1) Based on the article "Consumer Intimacy & Other Value Disciplines" explain how value generation from IT investment at United Parcel Services.

2) Explain the IT governance structure at UPS.

3) What do you think are the key reasons for successful migration of UPS from a brick & mortar environment to a clicks and mortar environment?

4) Discuss the case in the light of the articles on CRM.