SOLVED

61) ________ tools help a company in the execution of the CRM strategy by improving the management of promotional campaigns. A) Business intelligence B) Sales force automation C) Enterprise marketing management D) Customer interaction center E) Execution management 62) ________ focuses on studying customer behavior and perceptions in order to provide the business intelligence necessary to identify new opportunities and to provide superior customer service. A) Analytical CRM B) Sales force automation C) Operational CRM D) Collaborative CRM E) Integrated CRM 63) Organizations that effectively utilize ________ can more easily customize marketing campaigns from the segment level to even the individual customer. A) operational CRM B) integrated CRM C) analytical CRM D) collaborative CRM E) sales force automation 64) Which of the following business processes can be enhanced by the analytical CRM system? A) sales forecasting and performance analyses B) account and contact management C) price, quality, and satisfaction analysis of competitors D) customer history and preferences management E) order processing and tracking 65) ________ refers to systems for providing effective and efficient communication with the customer from the entire organization. A) Analytical CRM B) Sales force automation C) Collaborative CRM D) Operational CRM E) Business intelligence 66) ________ facilitate the sharing of information across the various departments of an organization in order to increase customer satisfaction and loyalty. A) Collaborative CRM systems B) Data warehousing systems C) Operational CRM systems D) Analytical CRM systems E) Data mining systems 67) The flow of materials from suppliers to customers can be described as a supply network. 68) Just-in-time is a business model in which the suppliers manage the manufacturer’s inventory based on preestablished service levels. 69) One major problem affecting supply chains are ripple effects referred to as the multiplier effect. 70) Supply chain management improves the coordination of suppliers, product or service production, and distribution.