Exam 11: Customer Relationship Management and Supply Chain Management

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 needs to decide on her CRM strategy before she can decide on her CRM systems.

When Wal-Mart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits that data to the company that makes the diapers. When it is necessary, the diaper company restocks the diapers in that Wal-Mart store. This process is called:

Describe the various customer touch points in any organization. Which ones are more effective for you as college students?

Define EDI and how it works.

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 begins to notice that her sports ties are selling really well. Which of the following should be her next step?

Open-source CRM software doesn't have as many features or functions as other DRM software.

Describe the elements within sales force automation.

For purposes of efficiency, customer data are best stored in the functional areas of the organization.

Trends that have led to the supply chain concept include all of the following except:

_____ is the practice of marketing additional related products to customers based on a previous purchase.

A company's suppliers, suppliers' suppliers, and the processes for managing them is the:

Which of the following statements about loyalty programs is false?

_____ are simple tools for answering repetitive customer questions.

_____ systems study customer behavior and perceptions to provide business intelligence.

Which of the following is the most important enabler of the 360-degree view of the customer across 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. Which of the following should Haya consider during her first month of operation?

Distribution or dispersal takes place in which segment of the supply chain?

Today, customers are becoming increasingly powerful.

The most common solution to supply chain problems is building inventories.

_____ is the time between the receipt of incoming goods and the dispatch of finished, outbound products.