Ch. 11

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

BI

Which of the following is NOT a reason Priceline.com moved to a new customer contact center?

Cost

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

Cross-selling

________ originally managed Priceline.com's customer management system.

IT

________ is the customer's potential revenue stream over a number of years.

Lifetime value

________ CRM systems are hosted by an external vendor in the vendor's data center.

On-demand

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

SFA

________ is the best-known on-demand CRM vendor.

Salesforce

________ refers to erratic shifts in orders up and down the supply chain.

The bullwhip effect

Overstock's chatbot, called Mila, _________.

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

Amazon's recommender system is an example of ________.

cross-selling

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

downstream

Operational CRM systems support _________-office business processes or processes that _________.

front; directly interact with customers

Packing, assembly, or manufacturing are ________ activities.

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

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.

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

Southwest Airlines utilized a(n) ________ CRM system to rearrange a customer's flight schedule to get to her comatose son

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.

return