Question 1

______ CRM provides business intelligence by analyzing customer behaviour and perceptions.

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Question 2

What are the benefits of open-source CRM?

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Question 3

_____________ flows are all transfers of money, payments, and credit-related data.

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Question 4

Describe the supply chain of your university. Be sure to include all three segments.

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Question 5

Discuss the benefits and limitations of on-demand CRM systems.

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Question 6

______________ portals automate the business processes involved in upstream supply chain flows.

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Question 7

Explain why the concept of a customer relationship management system became necessary.

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Question 8

Define EDI and how it works.

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Question 9

Describe the three main types of extranets.

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Question 10

_________ CRM is an interactive CRM system that enables an organization to conduct communications related to sales, marketing, and customer service activities though a mobile medium for the purpose of building and maintaining relationships with its customers.

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Question 11

Treating customers differently is a tenet of __________.

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Question 12

A _________ is a centralized office set up to receive and transmit a large volume of requests by telephone.

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Question 13

Describe why the customer-vendor relationship has become more impersonal.

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Question 14

Describe vertical integration. How does this concept relate to supply chain management?

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Question 15

What is the rationale behind customer-touching applications? Explain four such applications.

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Quiz 11: Customer Relationship Management and Supply Chain Management