Since I don’t have any working experience, I will write this paper from the view of a customer. CRM (Customer relationship management) is more and more important for companies not only in the U.S., but companies all over the world. As a customer, I not only buy products, but also services accompanied with the products I bought. If a company does not have a good product quality nor a good after-sale service, I would probably change to another company’s products.

In my view, the power shift to customer power is uniform across industries and markets because all the companies cannot exist without customers. Customer satisfaction is one of the most important issues managers have to think about.

In respect of product selection, in the past, I just care about the price. But now, I will browse the websites and try to find related comments about the product and the company before I consume.

In respect of audience and media fragmentation, in the past, I just watch our local TV programs. But now, through video-sharing websites, I can access TV programs all over the world. I have more options to pick what I want.

Changing value propositions and shifting demand patterns, as I mentioned above, I tend to take special care to product comments posted by other consumers and after-sale services I can get besides product itself. Moreover, the demand for service weights more and more important for me with the development of technology. I tend to shop online rather than go the physical stores because it saves time and effort.

When it comes to privacy, security and ethical concerns, they are related to company’s public image. With the popularity of e-commerce, a good brand reputation and robust account security and privacy policy are important factors I consider