MIS 301 final chap 11
Which of the following is NOT an analytical CRM technology?
CIC
_____________________ is/are a communication standard that enables business partners to exchange routing documents electronically.
EDI
Which of the following is a customer-touching CRM application?
FAQ
____________ is an important technology in analytical CRM systems.
OLAP
Which of the following is NOT an analytical CRM technology?
OLTP
Salesforce is the best-known _______________ CRM vendor.
On-demand
The problem with _____________ CRM systems is they may be difficult to integrate with existing software.
On-demand
_______________ CRM systems are purchased "as-is" and then installed on-site.
On-premise
Which of the following is a customer-facing CRM application?
Sales force automation
You decide it's finally time to get a new TV. You go to Best Buy to check out your options. One of the Best Buy sales representatives points out that the largest TV they have also has the most amazing picture quality. Even though you didn't want a TV that big, you decide it's worth it for the better picture quality. The sales representative's technique is called ______________________.
Up-selling
Which of the following do extranets use to make communication over the internet more secure?
VPN
Analytical CRM systems provide ____________.
business intelligence
CRM helps address which of Porter's Five Forces?
buyer power
___________________ is the percentage of customers that will be lost over time.
customer churn
______________ offers a 360-degree view of customers
data consolidation
In the ________________ component of SCM, the organization should manage the logistics process.
deliver
Customers are in the _________________ component of the supply chain.
downstream
_______________ support(s) the linking of business partners.
extranets
Which of the following companies uses a push model?
ford
Which of the following is NOT a solution to supply chain problems?
horizontal integration
The purpose of loyalty programs is to ____________.
influence future behavior
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
Disney implemented a(n) _________________ CRM system at Disney World
mobile
____________ CRM systems involve interacting directly with consumers anywhere at any time.
mobile
In the ______________ component of SCM, the organization should come up with a strategy for managing all the resources that go toward meeting customer demand for the product or service.
plan
The problem with open-source CRM systems is _______________.
quality
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.
You order a pair of shoes online but they don't fit. You send them back. This is an example of a(n) ____________ transaction.
upstream
