Question 1

List the ways in which collaborative CRM enhances communication.

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Question 2

Customer service and support,the second component of an operational CRM,refers to systems that support the day-to-day sales activities of an organization.

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Customer service and support in operational CRM focuses on assisting customers and handling service-related issues, not on supporting day-to-day sales activities.

Question 3

Briefly describe analytical CRM systems.

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Question 4

Social media applications enable consumers to interact with each other in various ways,greatly facilitating the spreading of information as well as misinformation.

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Social media applications allow users to share information and communicate with each other easily, which can lead to the rapid spread of information, both accurate and inaccurate. False information or misinformation can also spread quickly on social media, making it important for users to be critical and discerning about the information they consume and share.

Question 5

Collaborative customer relationship management enhances communication by understanding customer history and current needs.

Accepted Answer

Collaborative customer relationship management involves multiple teams working together to understand and meet the current and future needs of customers. By sharing customer history and current data, teams can communicate more effectively and develop personalized solutions for each customer.

Question 6

Define supply chain planning and list the processes that are generally supported by SCP modules.

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Question 7

Briefly describe the information flow element of a supply chain.

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Question 8

Key technologies within collaborative CRM systems include data mining,decision support,and other business intelligence technologies that attempt to create predictive models of various customer attributes.

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Question 9

Briefly describe the concept of portals in the context of supply chain management.

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Question 10

Sales force automation improves the effectiveness of the marketing function by providing an improved understanding of market conditions,competitors,and products.

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Sales force automation helps in collecting and analyzing data related to market conditions, competitors and products, which ultimately leads to better decision-making and improved effectiveness of the marketing function.

Question 11

Describe the advantages of radio frequency identification (RFID)over standard bar code technologies.

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Question 12

Analytical CRM analyzes customer behavior and thus provides the business intelligence necessary to identify new opportunities and to provide superior customer service.

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Analytical CRM does indeed analyze customer behavior and provides insights that allow businesses to identify new opportunities and improve customer service.

Question 13

Compare and contrast vendor-managed inventory model and traditional inventory model.List the benefits of the VMI model.

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Question 14

Explain the importance of supply chain analytics.

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Question 15

A collaborative customer relationship management system supports customer communication and collaboration with the entire organization,thus providing more streamlined customer service with fewer handoffs.

Accepted Answer

A collaborative CRM system allows for communication and collaboration between customers and different departments within an organization, leading to more efficient and effective customer service.

Question 16

List some of the enterprise-wide changes a successful CRM strategy must include.

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Question 17

In an operational CRM,marketing,sales,and support personnel see only current interactions with the customer depending on where it occurred within the organization.

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Question 18

Define the three primary components of a comprehensive CRM system.

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Question 19

Using EMM tools can help integrate various promotional campaigns such that the right messages are sent to the right people through the right channels.

Accepted Answer

EMM (Enterprise Marketing Management) tools are designed to streamline and integrate marketing campaigns across different channels, such as email, social media, SMS, and more. By using EMM tools, marketers can manage multiple campaigns from a single platform and ensure that the right messages are being sent to the right audience through the most effective channels. This helps to improve the overall effectiveness of marketing campaigns and increase ROI.

Question 20

Operational customer relationship management system refers to the systems used for providing effective and efficient communication with the customer from the entire organization.

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Quiz 8: Strengthening Business-to-Business Relationships via Supply Chain and Customer Relationship