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Chapter 7: Managing customer experience The term, experience economy was coined in 1998 by Pine and Gilmore and is discussed in the text.

Chapter 7: Managing customer experience

  1. The term, experience economy was coined in 1998 by Pine and Gilmore and is discussed in the text. How has the experience economy developed since then and what role do you believe it plays in today's culture?


Chapter 8: Sales force automation

  1. Using http://www.softwareadvice.com/crm/sales-force-automation-comparison as a starting point, compare two SFA solutions. Base your comparison from the perspective of the product you identify yourself as promoting and on specific SFA functionality important to the sale of your product/service/experience. Defend why you would choose one over the other. Keep in mind that you are trying to address SFA concerns.

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