UPS's use of web-based tools that allow customers to embed UPS functions, such as tracking and cost calculations, into their own websites, described in the chapter case, is an information systems solution used to achieve customer intimacy.

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UPS's use of web-based tools to embed UPS functions into customers' websites is an example of customer relationship management (CRM), which is an information systems solution used to achieve customer intimacy. This allows customers to easily access UPS's services and track their packages, ultimately improving the customer experience and increasing loyalty.

UPS's Use of Web-Based Tools That Allow Customers to Embed