SOLVED

61) Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications. A) operational CRM B) analytical CRM C) operational SCM D) analytical SFA 62) Operational CRM applications include tools for: A) identifying buying patterns. B) calculating CLTV. C) salesforce automation. D) pinpointing unprofitable customers. 63) Which of the following is not one of the four types of customers described in the case study on Graybar? A) Niche customers B) Opportunistic customers C) Marginal customers D) Service-drain customers 64) Analyzing customer buying patterns is an example of: A) CLTV. B) analytical CRM. C) operational CRM. D) demand planning. 65) Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company? A) Churn rate B) CLTV C) Cost per lead D) Cost per sale 66) The measurement of the number of customers who stop using or purchasing products or services from a company is called: A) switching costs. B) churn rate. C) CLTV. D) switch rate. 67) Which of the following statements about enterprise applications is not true? A) Enterprise applications require organizational learning. B) Enterprise applications introduce “switching costs.” C) Enterprise applications are based on organization-wide definitions of data. D) Enterprise applications are best implemented when few changes in business processes are required. 68) Which of the following is not an example of next-generation enterprise applications? A) Open-source solutions B) Social CRM C) Stand-alone suites D) Solutions incorporating SOA 69) Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other. A) e-business suites B) ERP systems C) middleware D) legacy systems 70) The bullwhip effect is countered by: A) globalization. B) disintermediation. C) implementing an SCM. D)