CH 11

open-source

Above all, you want to implement the cheapest CRM system available. You are willing to accept any risks associated with this, so you would want to implement a(n) ________ CRM system.

cross-selling

Amazon's recommender system is an example of ________.

BI

Analytical CRM systems provide ________ by analyzing customer behavior and perceptions.

return

In the ________ component of SCM, supply chain managers create a responsive and flexible network for receiving defective, returned, or excess products back from their customers, as well as for supporting customers who have problems with delivered products.

front; directly interact with customers

Operational CRM systems support _________-office business processes or processes that _________.

plan

Organizations must have a strategy for managing all the resources that are involved in meeting customer demand for their product or service. This strategy is developed in the ________ component of SCM.

automates the simple but time-consuming process of requesting sick leave

Overstock's chatbot, called Mila, _________.

internal

Packing, assembly, or manufacturing are ________ activities.

real-time

Southwest Airlines utilized a(n) ________ CRM system to rearrange a customer's flight schedule to get to her comatose son.

make

The ________ component of SCM is the most metric-intensive part of the supply chain in which organizations measure quality levels, production output, and worker productivity.

Cost

Which of the following is NOT a reason Priceline.com moved to a new customer contact center?

downstream

You use FedEx and UPS to ship your products to customers. This is an example of a(n) ________ activity.

Cross-selling

_______ is the marketing of additional related products to customers based on a previous purchase.

On-demand

________ CRM systems are hosted by an external vendor in the vendor's data center.

Salesforce

________ is the best-known on-demand CRM vendor.

SFA

________ is the component of an operational CRM system that automatically records all of the components in a sales transaction process.

Lifetime value

________ is the customer's potential revenue stream over a number of years.

IT

________ originally managed Priceline.com's customer management system.

The bullwhip effect

________ refers to erratic shifts in orders up and down the supply chain.