End of chapter assignment ch.9
Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company?
Customer lifetime value (CLTV)
Which of the following provides a suite of integrated software modules for finance and accounting, human resources, manufacturing and production, and sales and marketing that allows data to be used by multiple functions and business processes?
ERP systems
The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.
False
With new flows of information made possible by Web-based tools, supply chain management can more easily follow a push-based model.
False
The measurement of the number of customers who stop using or purchasing products or services from a company is called
churn rate
The business value of an effective supply-chain management system includes all of the following except
increased inventory levels
Customer relationship management systems typically provide software and online tools for sales, customer service, and:
marketing
A __________ is a method of interaction with a customer, such as telephone or customer service desk
touch point
Enterprise systems require fundamental changes in the way the business operates.
true
__________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation
Operational
CRM software can help organizations identify high-value customers for preferential treatments.
True
Cross-selling markets complementary products to customers.
True
Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.
True
The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain
True
The downstream portion of the supply chain includes retailers and customers
True
