MIS chapter 11

vertical integration ; upstream

_____ is a business strategy in which a company purchases its _____ suppliers to ensure that its essential supplies are available as soon as the company needs them

bullwhip effect

_____ refers to erratic shifts in orders up & down the supply chain

FAQs

______ are a customer-touching CRM application

financial

______ flows involve money transfers, payments, credit card information & authorization, payment schedules, e-payments, & credit-related data

CIC

______ is a CRM operation in which organizational representatives use multiple channels to communicate with customers

SFA

______ is a customer-facing CRM application

OLAP, Data mining, BI

3 important technology in analytical CRM systems

RFID, GPS, SCM

3 things that help with managing supply chain information

social

_____ CRM systems use social media technology & services to enable organizations to engage their customers in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent manner

Campaign management

_____ is NOT an important technology in analytical CRM systems

upselling

______ is a strategy in which the salesperson provides customers with the opportunity to purchase related products or services of greater value in place of, or along with, the customer's initial product or service selection

cross-selling

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

bundling

______ is when a business sells a group of products or services together at a lower price than their combined individual prices

JIT

_______ delivers the precise # of parts to be assembled into a finished product at precisely the right time

information

_______ flows consist of data related to demand, shipments, orders, returns, & schedules, as well as changes in any of these data.

Social

________ CRM systems use social media technology & services to enable organizations to engage their customers in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent manner

Vertical integration

_________ is a business strategy in which a company purchases its upstream suppliers to ensure that its essential supplies are available as soon as the company needs them

on-demand

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

CIC

a call center is a _________

BI

analytical CRM systems provide ______ by analyzing customer behavior & perceptions

intimacy

businesses use customer _____ to create highly individualized offers that customers are more likely to accept

downstream

distribution is a ______ activity

deliver

in the ____ component of SCM, organizations coordinate the receipt of customer orders, develop a network of warehouses, select carriers to transport their products to their customers, & create an invoicing system to receive payments

return

in the _____ component of SCM, supply chain managers create a responsive & 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

in the _____ component of SCM, supply chain managers schedule the activities necessary for production, testing, packaging, & preparation for delivery

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

internal

packing, assembly, or manufacturing are ________ activities

upstream

sourcing & procurement from external suppliers are ______ activities

make

the _______ component of SCM is the most metric-intensive part of the supply chain in which organizations measure quality levels, production output, & worker productivity

maximize ; minimizing

the optimal result of the organization's CRM efforts is to _____ the # of high-value repeat customers while ____ customer churn

make-to-order ; customization

the pull model is also known as _____ which is closely aligned with mass _____