MIS 301 final chap 11

Which of the following is NOT an analytical CRM technology?

CIC

_____________________ is/are a communication standard that enables business partners to exchange routing documents electronically.

EDI

Which of the following is a customer-touching CRM application?

FAQ

____________ is an important technology in analytical CRM systems.

OLAP

Which of the following is NOT an analytical CRM technology?

OLTP

Salesforce is the best-known _______________ CRM vendor.

On-demand

The problem with _____________ CRM systems is they may be difficult to integrate with existing software.

On-demand

_______________ CRM systems are purchased "as-is" and then installed on-site.

On-premise

Which of the following is a customer-facing CRM application?

Sales force automation

You decide it's finally time to get a new TV. You go to Best Buy to check out your options. One of the Best Buy sales representatives points out that the largest TV they have also has the most amazing picture quality. Even though you didn't want a TV that big, you decide it's worth it for the better picture quality. The sales representative's technique is called ______________________.

Up-selling

Which of the following do extranets use to make communication over the internet more secure?

VPN

Analytical CRM systems provide ____________.

business intelligence

CRM helps address which of Porter's Five Forces?

buyer power

___________________ is the percentage of customers that will be lost over time.

customer churn

______________ offers a 360-degree view of customers

data consolidation

In the ________________ component of SCM, the organization should manage the logistics process.

deliver

Customers are in the _________________ component of the supply chain.

downstream

_______________ support(s) the linking of business partners.

extranets

Which of the following companies uses a push model?

ford

Which of the following is NOT a solution to supply chain problems?

horizontal integration

The purpose of loyalty programs is to ____________.

influence future behavior

Which of the following is a limitation of EDI?

initial investment

____________ flows are the physical products, raw materials, and suppliers that flow along the chain

material

Disney implemented a(n) _________________ CRM system at Disney World

mobile

____________ CRM systems involve interacting directly with consumers anywhere at any time.

mobile

In the ______________ component of SCM, the organization should come up with a strategy for managing all the resources that go toward meeting customer demand for the product or service.

plan

The problem with open-source CRM systems is _______________.

quality

SCM helps address which of Porter's Five Forces?

supplier power

Which of the following is FALSE of analytical CRM systems?

they support front-office business processes.

You order a pair of shoes online but they don't fit. You send them back. This is an example of a(n) ____________ transaction.

upstream