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Exam 11: Customer Relationship Management and Supply Chain Management

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Question 21

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_____ are simple tools for answering repetitive customer questions.

A) Personalized Web pages
B) Customized products and services
C) Frequently asked questions
D) E-mail systems
E) Automated response systems

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Question 22

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Discuss the benefits and limitations of on-demand CRM systems.

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Question 23

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A(n) _____ refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses to the end customers.

In _____, company representatives use multiple communication channels to support the communications preferences of customers.

A check-in kiosk at the airport would be what type of CRM application?

Explain why the concept of a customer relationship management system became necessary.

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Which of the following customer touch points will give Haya the most information after her first weekend of selling?

In the _____, the production process begins with a customer order.

_____ are the physical products, raw materials, and supplies that flow along a supply chain.

Describe inventory velocity and explain why it is important to an organization.

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Haya orders 40 ties in each of the school colors and 10 in each of four sports. Which of the following is true about Haya's supply chain?

Refer to IT's About Business 11.5 - Supply Chain Management Helps Imperial Sugar After Disaster: Which of the following statements is true?

Which of the following is not a problem along the supply chain?

AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of:

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. The supplier of Haya's ties is downstream in her supply chain.

_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.

What is the rationale behind customer-touching applications? Explain four such applications.

Describe the three main types of extranets.

Contrast operational CRM systems and analytical CRM systems.

Define EDI and how it works.