MST Chapter 11
OLAP is a type of ______________ CRM system
Analytical
_________________ CRM systems provide effective and efficient interactive communication with the customer throughout the entire organization.
Collaborative
_________________________ is/are a communication standard that enables business partners to exchange routing documents electronically.
EDI
___________ support(s) the linking of business partners.
Extranets
Which of the following is a customer-touching CRM application?
FAQ
CRM is just about using software to improve the customer experience.
False
The push model is the same as make-to-order.
False
Which of the following companies uses a push model?
Ford
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
___________ CRM systems involve interacting directly with consumers anywhere at any time.
Mobile
Which of the following is a customer-facing CRM application?
Sales force automation
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
Analytical CRM systems support OLAP.
True
Dell uses a pull model.
True
Loyalty programs are customer-touching CRM applications.
True
Which of the following do extranets use to make communication over the internet more secure?
VPN
______________ allows you to work from home.
VPN
Analytical CRM systems provide
business intelligence
CRM helps address which of Porter's Five Forces?
buyer power
Customer- Enter your answer CRM applications are those services that interact directly with customers.
facing
Supply chain visibility enhances supply chain
flexibility
Customer relationship has become _____________ personal with the rapid growth of the Internet and the World Wide Web.
less
Salesforce is the best-known ___________ CRM vendor.
on-demand
The ________ model generates customized products
pull
CRM is MOST essential for ____________ businesses.
small med large >> all of the above
Sensors, RFID tags, meters, GPS, and other devices are used to collect supply chain information. These are all examples of
source data automation