Chapt

er:
2ECRM AndSCM
MCQ

Quest
ions Answer
s

 CRM St
andsf
or Cust
omerRel
ati
onshi
pManagement
.

 TheOv
eral
lGoal
ofCRM i
s/ar
e Bett
erwayi nHandl i
ngnewCont acts,
CustomerSatisfacti
on
 Thef
ir
m usesCRM t
oMai
ntai
nthe BothBusinesstoBusi ness(B2B)And
BusinesstoCust omer(B2C)Relati
onshi
p.
 ECRM St
andsf
or El
ectroni
cCust omerRel at
ionshi
p
Management
 ECRM ist heProcessofmanaging El
ectroni
cAndI nf or
mationTechnology
rel
ati
onshipwithCustomerThrough
 ECRM Ref ersto BuildingLongTer m Rel at i
onshi pwi t
h
Cust omerbySat i
sf yingt heirneeds
ThroughI nternet
 ECRM Uses I
nter netAndEmai l,Wi relessTechnol ogy,
PDATechnol ogy
 TheFeaturesofECRM I
ntegr ationofBusi nessPr ocessAnd
Technol ogy ,Strat egyt oEnabl eCompani es
toManaget hePr of itAndRel ati
onshi p
Eff
ect ively
 TheGoal ofECRM Business I
dent ifythePot ent i
al cust omer ,I
mpr oved
Framewor kAre Cust omerSat i
sfact ion, ExpandCust omer
base
 TypesofECRM Three[ Oper at i
onal Act i
vity,Anal yt
ical
Activity,Collabor ativeAct ivi
ty ]
 I
nCRM Cust omerAcquisi
ti
on I
dent ifyi
ngAppr opr i
at eCust omert o
Means Target ,ToCapt ur et hePr ofi
leDat aoft he
Cust omerCont act ,ToTr ackThei r
Behav iorThr oughdat eAnal y si
s
 SFAMeans SalesFor ceaut omat i
on

 SCM Means Suppl

yChai
nManagement

 Fi
rstStepofSuppl
yChain Under
standi
ngNeedsoft
heConsumer
Management
 I
mpor t
anceofSCM Incl
udes GlobalDispersi
onofManuf acturi
ngAnd
Dist
ributi
onFacili
ti
es,Global
Compet i
ti
ve
Pressures,Rapi
dadv ancesIInfor
mati
on
Technologyont heForm ofEDIAnd
 E-
commer
ce

 St
agesofESuppl
yChai
n Four,[SharingI nfor mat ion,Measur ement
ofjointPer f
or mance, Real i
gnmentof
Wor k,Redesi gnofPr oductAndPr ocess]
 InSCM Pi pel i
neSt ructureMeans ThePr oductGoesThr oughaSer iesof
Product i
oni ntheCont inuous
Manuf acturingPr ocess
 Maj orPlanningComponentofE DemandFor ecast ing,Manuf acturer
SupplyChai nis Planning,Or derCommi tment .
 InCRM Managi ngCust omerMeans ToBet terUnder standt heNeedsAnd
Want sAndSer veCust omer s
 InCust omerExt ensionWhati st
he Cr ossSel l
ingMar ket ingSt artegy
Mar keti
ngSt r
ategyofSel l
i
ngofthe
RelatedPr oductt ot heProspect
ive
customer
 DivergentSt ructure AWi dev arietyofFi ni
shedGoods
Component .Elect roMechani calSy stems
l
iket hwCat egor yofSuppl yChai n.
 Functional componentofECRM Wor kfl
owAut omat ion, CustomerCent er
Service,Mar keting
 DataMi ni
ngi sa BusinessI ntell
igence

 CRM hel
psi
nTr
acki
ng Mar
ket
ingOpper
tuni
ty

 OneofthemethodofCapt
uri
ng Sur
vey
s
Cust
omerInf
ormation
 CRM Pr
ocessBegins Af
terSal
esAndBef
oreSal
es

 Oneoft heTopCRM Busi ness Aut

omat
ion
Dri
v eris
 ACent r
al ComponentofCRM Pr
oductDescr
ipt
ions
Personal izat
ionisReflectedin
 Fi
rstSt epi nAnalysisofCust omer I
dent
if
iesCust
omerVal
ueAt
tri
but
es
Valuei st o
 Aggr egat eValueofCust omer ’
s Shar
ehol
derVal
ue
Basei sCl assif
iedAs
 OneCr i
ticalSuccessfact orsin Mar
ket
ing
Conduct ingEMar keti
ngi stocreat
e
 E-
Pr ocur ementMeans Pr
ocur
ingofRawMat
eri
als

 E-Busi
nessRequi
res Accessi
bil
i
tyt
onetwor
ks,
Comput
ers,
Accesstomarket
s.
 AWel lbuil
tEBusi ness St
ructur
eosStabil
i
ty,Saf
eguard
I
nfrastr
ucturei stheCombi nat
ion I
nformati
on,
UnderstandCustomer
of Pri
ori
ti
es
 Customizedmar keti
ngProgram OnetoOneMar ket
ing
Designedtobui l
dLongTer m
Rel
at i
onshipsWi thIndi
vi
dual
Customer sisKnownAs
 OneCr i
ti
cal SuccessFactorin Mar
ket
ingWebsi
te
ConductingEMar keti
ngistoCreate
 TheCor eObj ect
iveofSCM MeetCust
omer
sNeed

 Hy bri
dMar ket
ingSy stemsAr eAlso Mul
tiChannel
Dist
ri
but
ionSy
stems
Cal l
ed
 I
nt ermedi
arypl ayanI mportantRol
e Suppl
yAndDemand
i
nMat chi
ng
 I
nMar ket
ingTer ms, TheNumberof Lengt
h
I
nt ermedi
aryLev elsIndicat
es
the……ofaChannel
 ASuppl yChainManagement GoodsorSer
vice
System fr
om t heOr i
ginof
Procurementt otheFi nal
Consumpt ionof
 ACompany ’sChannel Deci
sion Mar
ket
ingDeci
sion.
Directl
yAffectEv er
y
 Whi choftheFol l
owingi snota Pr
oducer
TypicalSupplyChai nMember