Question 1

List and describe the five alternatives to traditional, on-premise CRM systems. Suppose your organization cannot afford an on-premise CRM system; which of these alternatives would you choose to implement and why? In your answer, you should consider the advantages and disadvantages of each option.

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Question 2

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?

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Question 3

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.

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Question 4

___ is a communication standard that enables business partners to exchange routine documents electronically.

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Question 5

The ___ refers to erratic shifts in orders up and down the supply chain.

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Question 6

What is the difference between customer-facing and customer-touching CRM applications? List and describe the different customer-facing and customer-touching CRM applications. Which applications would you use for high-value customers and why? Which applications would you use for low-value customers and why?

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Question 7

Describe problems that can occur along the supply chain. What are the consequences of these problems? How can companies address these problems?

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Question 8

___ refers to the ability of all organizations within 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.

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Question 9

List and describe the five basic components of SCM. Explain how a company like Amazon may have used these components.

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Question 10

___ portals automate the business processes involved in purchasing or procuring products between a single buyer and multiple suppliers.

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Quiz 11: CRM and SCM