CH 11

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

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 Downselling Upselling

Cross-selling

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

IT

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

Lifetime value

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

On-demand

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

SFA

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

Salesforce

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

The bullwhip effect

Overstock's chatbot, called Mila, _________. 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 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 downselling bundling cross-selling

cross-selling

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

downstream

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

front; directly interact with customers

Packing, assembly, or manufacturing are ________ activities. upstream irrelevant internal 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. deliver return plan make source

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. on-premise social open-source mobile

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 return deliver make plan

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. make plan deliver source return

return