Chapter 13’s case study entitled, Property portals hand control to homeowners, discusses aspects of CRM and it’s importance in marketing.
 After reading the article answer the following questions in a 2-3 page reflection paper:
1.   How can ‘customer service’ be a differentiator in the service industry?
2. How can a company such as easyProperty ensure ‘e-service quality?
3. Do you agree with Ed Mead when he said ‘the internet provides many things, a personal service is not one of them’? Explain your reasons.


Reflection papers should be in APA format, Times New Roman, double spaced, in 12PT FONT.  A title page and the reference page are required but do not count towards the 2-3 page minimum.  

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