PLS21 Midterm 2: Reading Ch. 11

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

BI

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

Cost

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

Cross-selling

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

IT

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

Lifetime value

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

On-demand

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

SFA

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

Salesforce

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

The bullwhip effect

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

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

cross-selling

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

downstream

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

front; directly interact with customers

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

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 return source deliver plan

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 open-source on-premise

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. source make deliver plan return

plan

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

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. make plan return deliver source

return