1. What is the difference between on-demand computing, the software-as-a-service model, and cloud computing? 2. What is small data? What does it have to do with CRM? 3. Go to the International...

model, and cloud computing? 2. What is small data? What does it have to do with CRM? 3. Go to the International Customer Management Institute’s website: www.icmi.com and look at several news stories. Describe a new development in call center usage or technology.