Questions and Answers
What is the primary purpose of Customer Relationship Management (CRM)?
Which of the following is NOT a benefit of operational CRM systems?
What does the term 'customer churn' refer to in CRM context?
What is a primary feature of data consolidation in CRM systems?
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In contrast to high-end CRM systems, low-end CRM systems typically offer:
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Which statement best describes collaborative CRM?
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What is a critical aspect of customer identity management in CRM?
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Operational CRM systems primarily support which of the following processes?
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What is a primary focus of Customer Relationship Management (CRM)?
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Which component is essential for operational CRM systems?
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Which of the following is NOT considered a type of CRM system?
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What are the three components of a supply chain?
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Which strategy can help overcome supply chain challenges?
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What role does information technology play in supply chain management?
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Which of the following describes the function of extranets in supply chain management?
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What is a disadvantage of mobile CRM systems?
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What distinguishes customer-facing applications from customer-touching applications?
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Which of the following is an example of upselling?
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What is the primary purpose of supply chain visibility?
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Which component is NOT typically associated with supply chains?
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What is a key characteristic of on-demand CRM systems?
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What are the three segments of a supply chain?
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Which type of CRM system is designed to be accessed via mobile devices?
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Which of the following flows is primarily responsible for the physical products in a supply chain?
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Study Notes
Learning Objectives
- Identify primary functions of Customer Relationship Management (CRM) and collaborative CRM strategies.
- Understand applications of operational CRM systems in businesses.
- Explain advantages and disadvantages of various CRM systems including mobile, on-demand, open-source, social, and real-time CRM.
- Describe the three components and flows of a supply chain.
- Identify popular strategies for addressing supply chain challenges.
- Understand the utility of major technologies supporting supply chain management.
Defining Customer Relationship Management
- CRM focuses on treating customers differently based on their unique needs and value.
- Key concepts include customer intimacy, lifetime value, customer churn, and differentiation between CRM strategies and systems.
- Distinction between low-end and high-end CRM systems affects accessibility and capabilities.
Operational Customer Relationship Management Systems
- Support front-office processes with customer-facing and customer-touching applications.
- Benefits include efficient marketing, personalized sales, service access to comprehensive customer histories, and a 360-degree customer view.
Other Types of Customer Relationship Management Systems
- On-demand CRM systems: Software as a Service (SaaS) models that provide flexible access.
- Mobile CRM systems: Allow access to CRM data through mobile devices.
- Open-source CRM systems: Customizable solutions that enhance collaboration.
- Social CRM systems: Integrate social media channels into CRM strategies.
- Real-time CRM: Enables immediate customer data access for better decision-making.
Supply Chains
- A supply chain encompasses the network of organizations, people, and resources involved in supplying a product or service.
- Supply chain visibility relies on inventory velocity for tracking and managing supply dynamics effectively.
The Structure of Supply Chains
- Comprised of upstream, internal, and downstream segments, along with reverse logistics for returned goods.
- Different tiers of suppliers include:
- Tier 3: Basic products
- Tier 2: Sub-assemblies
- Tier 1: Integrated components
The Components of Supply Chains
- Flows within a supply chain include:
- Materials flows: Movement of products from suppliers to customers.
- Information flows: Sharing of data between various stakeholders.
- Financial flows: Transactions between entities involved in the supply process.
Technologies Supporting Supply Chain Management
- Various technologies facilitate integration and efficiency in supply chain processes, crucial for managing complex logistics and information sharing.
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Description
This quiz explores key concepts of Customer Relationship Management (CRM), including customer intimacy, lifetime value, and customer churn. Understand the differences between CRM strategies and systems, as well as low-end versus high-end CRM solutions. Test your knowledge of how companies tailor their approaches to meet diverse customer needs.