Unformatted text preview: c. Diagnostic CRM d. Collaborative CRM 7. Which type of flow does SCE not focus on? a. Procurement flow b. Product flow c. Information flow d. Financial flow 8. Ametric for being able to quickly resolve customers’ issues is called _______. a. Customer satisfaction and complaint management b. Customer communication optimization c. Virtual-hold technology d. First-call resolution 9. RFID rags can be used for _______. a. Tracking military weapons b. Eliminating counterfeit drugs c. Tracking passports d. All of the above 10. The bullwhip effect refers to __________. a. Contract penalties resulting from a supplier’s inability to deliver raw materials on time b. Small forecasting errors at the end of the supply chain causing massive forecasting errors farther up the supply chain c. Pressure to use specific SCM system by a company in a supply chain d. Rising stock values due to effective SCM practices Answers 1. D 2. B 3. B 4. A 5. C 6. C 7. A 8. D 9. D 10. B...
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- Fall '09
- Supply Chain Management, Customer relationship management, Operational CRM, B. Analytical CRM, a. Operational CRM, d. Collaborative CRM