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Exam 11: CRM and SCM

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Question 41

True/False

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Amazon's fulfillment process is fully automated (no humans are involved).

A) True
B) False

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Question 42

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You use FedEx and UPS to ship your products to customers.This is an example of a(n) ________ activity.

A) downstream
B) internal
C) upstream
D) irrelevant

E) C) and D)
F) A) and D)

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Question 43

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_________ commerce refers to the intersection of messaging apps and shopping; that is,the trend toward interacting with businesses through messaging and chat apps.

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.

Sentient Technologies' bot __________.

High-end CRM systems are designed for companies like Amazon because they are so large and have so many different customers.

Amazon uses a _________-end CRM system because it ________.

You work on the assembly line of a BMW in South Carolina.This is a(n) ________ activity.

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

Above all,you want to implement the cheapest CRM system available.You are willing to accept any risks associated with this,so you would want to implement a(n) ________ CRM system.

________ CRM systems are interactive systems that enable organizations to conduct communications related to sales,marketing,and customer service activities through portable devices for the purpose of building and maintaining relationships with its customers.

The location-based service data used by the Golden State Warriors provides a complete picture of their fans and enables them to provide experiences in context of the game in progress.

Intranets link business partners over the internet by providing them access to certain areas of each other's corporate extranets.

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

________ is the best-known on-demand CRM vendor.

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

Bundling is a form of upselling.

Cooperative CRM systems provide effective and efficient interactive communication with the customer throughout the entire organization.

CRM is not a process or technology but rather a customer-centric way of thinking and acting.

Overstock's chatbot,called Mila,_________.