Chapter 11

Analytical CRM systems provide ________ by analyzing customer behavior and perceptions. CIC ERP BI SFA

BI

Which of the following is NOT a reason Priceline.com moved to a new customer contact center? Customer growth Competition Contact options Cost

Cost

________ is the marketing of additional related products to customers based on a previous purchase. Cross-selling Bundling Upselling Downselling

Cross-selling

________ originally managed Priceline.com's customer management system. IT Marketing HR Product management

IT

________ is the customer's potential revenue stream over a number of years. Lifetime value Market capitalization Customer churn Customer life cycle

Lifetime value

________ CRM systems are hosted by an external vendor in the vendor's data center. On-premise On-demand Mobile Social

On-demand

________ is the component of an operational CRM system that automatically records all of the components in a sales transaction process. JIT CIC CMA SFA

SFA

________ is the best-known on-demand CRM vendor. Oracle SAP Salesforce Microsoft

Salesforce

Overstock's chatbot, called Mila, _________. provides a list of recommendations and enables customers to have a real-time dialogue with the bot automates the simple but time-consuming process of requesting sick leave asks shoppers to input their skin type and then suggests beauty tips and products tailored to their needs allows customers to describe what they are looking for instead of just choosing from standard options

automates the simple but time-consuming process of requesting sick leave

Amazon's recommender system is an example of ________. upselling bundling downselling cross-selling

cross-selling

You use FedEx and UPS to ship your products to customers. This is an example of a(n) ________ activity. irrelevant upstream downstream internal

downstream

Operational CRM systems support _________-office business processes or processes that _________. back; do not directly interact with customers front; directly interact with customers back; directly interact with customers front; do not directly interact with customers

front; directly interact with customers

Packing, assembly, or manufacturing are ________ activities. upstream internal irrelevant downstream

internal

The ________ component of SCM is the most metric-intensive part of the supply chain in which organizations measure quality levels, production output, and worker productivity. make plan deliver source return

make

Above all, you want to implement the cheapest CRM system available. You are willing to accept any risks associated with this, so you would want to implement a(n) ________ CRM system. mobile social on-premise open-source

open-source

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. plan make source deliver return

plan

Southwest Airlines utilized a(n) ________ CRM system to rearrange a customer's flight schedule to get to her comatose son. open-source real-time mobile social

real-time

In the ________ component of SCM, supply chain managers create a responsive and 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. plan return make deliver source

return

________ refers to erratic shifts in orders up and down the supply chain. JIT VMI The bullwhip effect Vertical integration

the bullwhip effect