GSCM Ch 10 11 12

offering the right products and services to customers tied to events like birthdays

a factor in choosing a location

productivity decline as a move from manufacturing to a service

NOT a required element for an effective CRM

Firms are using social media for all of the following EXCEPT

4 activities of concern in service response logistics are the management of

The element of a CRM program in which a customer's lifetime value is calculated

All of the following are included in the five dimensions of service quality EXCEPT

Which is not one of the 7 "R"s

NOT a technique for managing customers’ perceived waiting times

A practical independent measure firms can take to improve information security

Cloud based CRM services are particularly useful for

Why do so many CRM programs fail

the number of their present customers which never return

considered a quality of life factor

Not recommended for a successful CRM

a customer who enters the waiting line but leaves before receiving service

Which are required elements of an effective CRM initiative?

following factors serve as a magnet for business clusters

segmenting customers by demographic info - like they live in LA

First-come-first-served is an example of a(n):

David Maister's First Rule of Service is

Layout strategies help firms maximize all of the following EXCEPT

Service provided by multiple servers acting in parallel

Organizations that primarily compete on speed of delivery, such as FedEx and UPS use:

Firms can safeguard customer information by doing which of the following

ability to meet needs of the present w/out compromising ability of future generations to meet their needs

secures the right of employees to decide whether or not to join or financially support a union

a project that has environmental implications concerning public health and climate change

The three generic competitive strategies are

notes regarding prior dealings with customers are stored in

facility location techniques that use quantitative and qualitative dimensions

NOT an acceptable option in managing capacity when demand exceeds available service capacity

interconnected companies from a field are located in a single geographic location

primary elements of all queuing systems include all of the following EXCEPT

why are regional trade agreements critical to the facility location decision

best for importing parts duty-free, using them in end items, and exporting them

a factory dictated by low production costs, developed infrastructure of skilled workers

most basic and very important activities of CRM

Sending book recs and a coupon based on history

facility location technique uses fixed and variable costs to analyze potential locations

using knowledgeable, competent, courteous employees who convey trust and confidence to customers

marketing efforts allow customers to "opt-out" of receiving email

# of customers/day an organization's service delivery is setup to serve

finding out which customers no longer buy from us

unique service elements for which customers may consider paying higher prices

difference between customer expectations and customer perceptions of what was actually received

U.S. law which requires compliance by all firms engaged in handling customer information

element of CRM involved with the use of data-mining software and customer behavior analytics

important to consider when trying to determine the location of a firm's facilities

an example of a person that would be considered to provide a Pure Service

a service strategy saying a service can serve a narrow market better than a broad market

a critical issue in sustainable development

Customer calls with a problem and requests warranty information

NOT a reason for locating in a business cluster

allows sales managers to see info on salesperson's activities

strategic foreign facilities to produce products at a low cost w/minimal tech resources

strategic foreign facilities is set-up primarily to avoid tariff barriers

Wal-Mart effect is best described by which of the following

A centralzied databse for all customer info

a constant amount of capacity regardless of demand variations

use of quick response codes (QR Codes) to retrieve marketing information

posttransaction elements