Ch 11 mis quiz

CIC.

is a call center

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 consumer's initial product or service selection.

cross-selling

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

BI

Analytical CRM systems provide ________ by analyzing customer behavior and perceptions.

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, and create an invoicing system to receive payments.

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.

CIC

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

FAQs

are/is a customer-touching CRM application.

JIT

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