1. Customer relationship management (CRM) helps firms gain competitive advantage by all of the following except:

a. by providing modeled sales outcomes based on market niche identifiers.

b. by segmenting markets based on demographic and behavioral characteristics

c. by tracking sales trends and advertising effectiveness.

d. by identifying which customers should be the focus of targeted marketing initiatives.

e. by providing real-time transaction processing.

2. Based upon your understanding of technology and operations, please identify a benefit of adopting technology.

a. Technology helps restructure old and less productive industries.

b. The use of technology increases opportunities for employee empowerment.

c. Technology increases opportunities for employee creativity.

d. The use of technology does not require adherence to any laws or regulations.

e. All of the above are possible.

3. The fundamental planning tool used to implement quality function deployment (QFD) is the:

a. voice of the customer.

b. technical requirement relationship matrix.

c. market and competitive evaluation rating matrix.

d. House of Quality.

e. marketplace evaluation.