Please read the following articles:
1.CRM Definition and Solutions by Thomas Wailgum.
2.2011: The Year Social CRM Goes Mainstream by Brent Leary.
3.Review the webinar presented by SalesForce.com.
http://www.youtube.com/watch?v=hGINJMw3dGc
Participate in the Discussion Board 4-1. Reflecting on this week’s lesson on CRM, the required articles and the webinar discuss your thoughts & ideas on these three questions: #1 Can a company be viable without an automated CRM solution? (Provide your rationale). #2 What, in your opinion (or experience), are the risks and rewards that a firm should expect when implementing a CRM solution? #3 What role does social networking play in CRM? (Provide 3 risks and 3 rewards). Please be specific in you answer and not general.