CUSTOMER RELATIONSHIP MANAGEMENT AND SCM
(FINAL EXAM) WITH ALL CORRECT & 100% VERIFIED
ANSWERS|UPDATED TO PASS
CRM system that analyzes customer behavior and perceptions in order to provide actionable
business intelligence ✔Correct Answer-analytical CRM system
erratic shifts in orders up and down the supply chain ✔Correct Answer-bullwhip effect
a form of cross selling where an enterprise sells a group of products or services together at a lower
price than the combined individual price of the products ✔Correct Answer-bundling
CRM applications that help organizations plan marketing campaigns that send the help organizations
plan marketing campaigns that send the right messages to the right people through the right
channels ✔Correct Answer-campaign management applications
a CRM system where communications between the organization and its customers are integrated
across all aspects of marketing, sales, and customer support processes ✔Correct Answer-
collaborative CRM system
the practice of marketing additional related products to customers based on a previous purchase
✔Correct Answer-cross selling
areas where customers directly interact with the organization, including customer service and
support, sales force automation, marketing, and campaign management ✔Correct Answer-
customer-facing CRM applications
A CRM operation where organizational representatives use mulitple communication channels to
interact with customers in functions such as inbound teleservice and outbound telesales ✔Correct
Answer-customer interaction center (CIC)
a customer focused and customer-driven organizational strategy that concentrates on addressing
customers' requirements for products and services, and then providing high-quality, responsive
service ✔Correct Answer-customer relationship management (CRM)
applications and technologies with which customers interact and typically help themselves
✔Correct Answer-customer-touching CRM applications (also called e-CRM)
any interaction between a customer and an organization ✔Correct Answer-customer touch point
corporate portals that automate the business processes involved in selling or distributing products
from a single supplier to multiple buyers ✔Correct Answer-distribution portals
a communication standard that enables the electronic transfer of routine documents between
business partners ✔Correct Answer-electronic data exchange (EDI)
networks that link business partners over the internet by providing them access to certain areas of
each other's corporate intranets ✔Correct Answer-extranets
(FINAL EXAM) WITH ALL CORRECT & 100% VERIFIED
ANSWERS|UPDATED TO PASS
CRM system that analyzes customer behavior and perceptions in order to provide actionable
business intelligence ✔Correct Answer-analytical CRM system
erratic shifts in orders up and down the supply chain ✔Correct Answer-bullwhip effect
a form of cross selling where an enterprise sells a group of products or services together at a lower
price than the combined individual price of the products ✔Correct Answer-bundling
CRM applications that help organizations plan marketing campaigns that send the help organizations
plan marketing campaigns that send the right messages to the right people through the right
channels ✔Correct Answer-campaign management applications
a CRM system where communications between the organization and its customers are integrated
across all aspects of marketing, sales, and customer support processes ✔Correct Answer-
collaborative CRM system
the practice of marketing additional related products to customers based on a previous purchase
✔Correct Answer-cross selling
areas where customers directly interact with the organization, including customer service and
support, sales force automation, marketing, and campaign management ✔Correct Answer-
customer-facing CRM applications
A CRM operation where organizational representatives use mulitple communication channels to
interact with customers in functions such as inbound teleservice and outbound telesales ✔Correct
Answer-customer interaction center (CIC)
a customer focused and customer-driven organizational strategy that concentrates on addressing
customers' requirements for products and services, and then providing high-quality, responsive
service ✔Correct Answer-customer relationship management (CRM)
applications and technologies with which customers interact and typically help themselves
✔Correct Answer-customer-touching CRM applications (also called e-CRM)
any interaction between a customer and an organization ✔Correct Answer-customer touch point
corporate portals that automate the business processes involved in selling or distributing products
from a single supplier to multiple buyers ✔Correct Answer-distribution portals
a communication standard that enables the electronic transfer of routine documents between
business partners ✔Correct Answer-electronic data exchange (EDI)
networks that link business partners over the internet by providing them access to certain areas of
each other's corporate intranets ✔Correct Answer-extranets
