MST Chapter 11

OLAP is a type of ______________ CRM system

Analytical

_________________ CRM systems provide effective and efficient interactive communication with the customer throughout the entire organization.

Collaborative

_________________________ is/are a communication standard that enables business partners to exchange routing documents electronically.

EDI

___________ support(s) the linking of business partners.

Extranets

Which of the following is a customer-touching CRM application?

FAQ

CRM is just about using software to improve the customer experience.

False

The push model is the same as make-to-order.

False

Which of the following companies uses a push model?

Ford

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

___________ CRM systems involve interacting directly with consumers anywhere at any time.

Mobile

Which of the following is a customer-facing CRM application?

Sales force automation

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

Analytical CRM systems support OLAP.

True

Dell uses a pull model.

True

Loyalty programs are customer-touching CRM applications.

True

Which of the following do extranets use to make communication over the internet more secure?

VPN

______________ allows you to work from home.

VPN

Analytical CRM systems provide

business intelligence

CRM helps address which of Porter's Five Forces?

buyer power

Customer- Enter your answer CRM applications are those services that interact directly with customers.

facing

Supply chain visibility enhances supply chain

flexibility

Customer relationship has become _____________ personal with the rapid growth of the Internet and the World Wide Web.

less

Salesforce is the best-known ___________ CRM vendor.

on-demand

The ________ model generates customized products

pull

CRM is MOST essential for ____________ businesses.

small med large >> all of the above

Sensors, RFID tags, meters, GPS, and other devices are used to collect supply chain information. These are all examples of

source data automation