PLS21 Midterm 2: Reading Ch. 11
Analytical CRM systems provide ________ by analyzing customer behavior and perceptions. ERP BI CIC SFA
BI
Which of the following is NOT a reason Priceline.com moved to a new customer contact center? Cost Competition Customer growth Contact options
Cost
________ is the marketing of additional related products to customers based on a previous purchase. Cross-selling Upselling Bundling Downselling
Cross-selling
________ originally managed Priceline.com's customer management system. Product management Marketing HR IT
IT
________ is the customer's potential revenue stream over a number of years. Market capitalization Customer life cycle Customer churn Lifetime value
Lifetime value
________ CRM systems are hosted by an external vendor in the vendor's data center. On-demand Mobile On-premise Social
On-demand
________ is the component of an operational CRM system that automatically records all of the components in a sales transaction process. SFA CMA JIT CIC
SFA
________ is the best-known on-demand CRM vendor. SAP Salesforce Microsoft Oracle
Salesforce
________ refers to erratic shifts in orders up and down the supply chain. JIT VMI Vertical integration The bullwhip effect
The bullwhip effect
Overstock's chatbot, called Mila, _________. allows customers to describe what they are looking for instead of just choosing from standard options asks shoppers to input their skin type and then suggests beauty tips and products tailored to their needs automates the simple but time-consuming process of requesting sick leave provides a list of recommendations and enables customers to have a real-time dialogue with the bot
automates the simple but time-consuming process of requesting sick leave
Amazon's recommender system is an example of ________. cross-selling bundling upselling downselling
cross-selling
You use FedEx and UPS to ship your products to customers. This is an example of a(n) ________ activity. downstream irrelevant upstream internal
downstream
Operational CRM systems support _________-office business processes or processes that _________. front; directly interact with customers front; do not directly interact with customers back; directly interact with customers back; do not directly interact with customers
front; directly interact with customers
Packing, assembly, or manufacturing are ________ activities. internal downstream irrelevant upstream
internal
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. make return source deliver plan
make
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. mobile social open-source on-premise
open-source
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. source make deliver plan return
plan
Southwest Airlines utilized a(n) ________ CRM system to rearrange a customer's flight schedule to get to her comatose son. open-source social real-time mobile
real-time
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. make plan return deliver source
return