Reading...
Play button
Play button
Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
12 Cards in this Set
- Front
- Back
|
What reduces inventory investments while improving customer satisfaction?
Collaborative engineering Supply chain event management Collaborative demand planning Selling chain management |
Collaborative demand planning
|
|
|
What does CRM allow an organization to accomplish?
Help sales staff close deals faster. Make call centers more efficient. All of the above. Provide better customer service. |
All of the above
|
|
|
Which of the following operational CRM technologies does the marketing department typically use?
List generator, campaign management, cross-selling and up-selling Contact center, cross-selling and up-selling, web-based self-service List generator, opportunity management, cross-selling and up-selling Contact center, web-based self-service, call scripting |
List generator, campaign management, cross-selling and up-selling
|
|
|
What allows customers to use the web to find answers to their questions or solutions to their problems?
Call scripting List generators Contact center Web-based self-service |
Web-based self-service
|
|
|
Which component can help an organization determine such things as the identification of individuals who are likely to leave the company unless additional compensation or benefits are provided?
Accounting and finance components. Production and materials management components. None of the above. Production and managerial management components. |
None of the above
|
|
|
The Internet can completely replace phone and face-to-face communications with customers.
True False |
False
|
|
|
Which of the following represents the bullwhip effect?
All areas up and down the supply chain can be viewed. Organizations know about employee events triggered downstream in the supply chain. Customers receive distorted product demand information regarding sales information. Distorted product-demand information ripples from one partner to the next throughout the supply chain. |
Distorted product-demand information ripples from one partner to the next throughout the supply chain.
|
|
|
What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?
Operational CRM Analytical CRM Website personalization All of these |
Website personalization
|
|
|
Which of the following is not one of the three phases in the evolution of CRM?
Processing Predicting Reporting Analyzing |
Processing
|
|
|
Which of the following operational CRM technologies does the marketing department typically use?
List generator, campaign management, cross-selling and up-selling Contact center, cross-selling and up-selling, web-based self-service List generator, opportunity management, cross-selling and up-selling Contact center, web-based self-service, call scripting |
List generator, campaign management, cross-selling and up-selling
|
|
|
What compiles customer information from a variety of sources and segments the information for different marketing campaigns?
Up-selling List generator Cross-selling Campaign management system |
List generator
|
|
|
What is McDonald's performing when it asks its customers if they would like to super-size their meals?
Campaign management Up-selling Cross-selling Down-selling |
Up-selling
|
