Exam 11: CRM and SCM

The higher the inventory velocity,the more satisfied the company's customers will be.

Dell Computer uses the pull model.

The function of ___ is to improve the processes a company uses to acquire the raw materials it needs to produce a product or service and then deliver that product or service to its customers.

Repeat customers are the largest generator of revenue for an enterprise.

Describe the CRM process.How does a company differentiate between a low- and high-value repeat customers? Why should customers be treated differently? How do you think customer touch points should be adjusted based on customer value?

Southwest Airlines utilized a(n)________ CRM system to rearrange a customer's flight schedule to get to her comatose son.

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

Which of the following is NOT an advantage Caribou Coffee experienced by switching to a cloud-based SCM?

Dell services its business customers through its distribution portal.

Ryder is an excellent example of how vertical integration is always the best solution to supply chain problems like theirs.

Supply chains require material,information,and financial flows.

A ________ system is a mathematical technique for estimating future sales.

________ CRM systems are purchased from a vendor and then installed on site.

________ CRM systems use social media technology and services to enable organizations to engage their customers in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent manner.

Apple had an accurate forecast for the Apple Watch release in April 2015,so they were able to manage their supply chain with ease.

Which of the following is NOT a change Amazon made after the 2013 holiday season?

________ is the customer's potential revenue stream over a number of years.

___ are interactive software programs that can have simple conversations with customers or other bots.

The supply chain always flows downstream.

Amazon improved its efficiency after the 2013 holiday season by reducing the number of sorting centers in its distribution channel.