CGS Ch.8

Select three common supply chain management metrics.

-Back order is a unfilled customer order for a product that is out of stock. -Inventory turnover is the frequency of inventory replacement. -Inventory cycle time is the time it takes to manufacture a product and deliver it to the retailer. -Customer Order Cycle Time: The agreed upon time between the purchase of the product and the delivery of the product

Three Operational CRM Technologies for a customer service department

-web based self service -Contact Center -Call scripting

Software as a service delivers applications over the cloud using a pay per revenue model.

True

uplift modeling

a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products

selling chain management

automates order processes from initial customer inquiry to final product delivery

Predictive Dialing

automatically dials outbound calls and when someone answers, the call is forwarded to an available agent

Interactive Voice Response

directs customers to use touch-tone phones or keywords to navigate or provide information

Supply Chain Management (SCM)

increases real time information sharing among supply chain partners focusing on reducing response time to unexpected events

collaborative demand planning

reduces inventory investments, while improving customer satisfaction

collaborative engineering

reduces product development costs

Which of the following are the evolution of CRM?

reporting, analyzing, predicting

Automatic Call Distribution

routes inbound calls to available agents