Exam 11: Customer Relationship Management and Supply Chain Management

Super Retail Group used a ________ approach to system implementation.

Online feedback typically captures roughly ___ percent of customer interactions.

___________________ track all contacts that have been made with a customer, the purpose of each contact, and any follow-up that might be necessary.

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

Customers are in the ____________ component of the supply chain.

StellaService's business is ___________.

Analytical CRM systems provide ________.

In the ______________ component of SCM, the organization should come up with a strategy for managing all the resources that go toward meeting customer demand for the product or service.

Customers are downstream of manufacturers in a supply chain.

Morton's Steakhouse responded to a ________ post to please its customer.

SCM helps address which of Porter's Five Forces?

Which of the following is NOT an analytical CRM technology?

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

______________________ is the percentage of customers that will be lost over time.

Why are CRM systems so important today? Suppose you are starting your own campus bookstore; how would you utilize a CRM system?

______________________ is where sourcing or procurement from external suppliers occurs.

Super Retail Group addressed the issues resulting from its growth in sales volume and brand strength by implementing ___________.

The purpose of loyalty programs is to ____________.

StellaService entered into a partnership with ___________ to give companies a double "mark of approval" in the eyes of customers.

For uShip, ____ operations were more complex than _____ operations because of the longer term management.