Exam 11: Customer Relationship Management and Supply Chain Management

Haya noticed that male 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-coloured ties in her school colours. 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 colours and 10 in each of four sports. She almost instantly sold out of all the sport themed ties. She decides to approach each of the sports teams on campus to see if they would be willing to buy ties "in bulk." Which of the following is true about Haya's supply chain?

_____________ is the ability for all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes and transportation networks to their receiving docks.

Customer-facing and customer-touching applications both involve directly interacting with the customers to solve their problems.

Collaborative CRM systems provide interaction with customers throughout the entire organization.

List and describe the three systems that provide support for IOSs and SCM systems.

Distribution portals are for downstream customers in a supply chain.

Haya noticed that male 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-coloured ties in her school colours. She can put an announcement on the school's monitors that would display in the dining halls and student union. Haya knows she needs to manage her relationship with her supplier. Which of the following is true?

Distribution is an example of a(n)___________ component of supply chain management.

Describe the elements within sales force automation.

Vertical integration is the same thing as disintermediation.

Which of the following statements is false?

The sales, marketing, and service functions are part of:

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

Which of the following is not a benefit of the SCM system Super Retail Group implemented?

Which of the following is not a limitation of EDI?

Super Retail Group used a ________ approach to system implementation.

Which of the following does not contribute to the value of a customer?

Potential problems with on-demand CRM include all of the following except:

The real problem with interacting with customers over the Web is that the company does not have an opportunity to make a good first impression in person.

If you have visited Amazon's website previously and then return, Amazon recommends other books that you might like. This is called cross-selling.