Which of the following actions typically would be the first step in implementing the philosophy of customer relationship management?

• A.Creating a customer-centric organization
• B.Developing a map of the customer segments
• C.Selecting an information technology solution
• D.Documenting the objectives for implementation

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When an importer and manufacturer are operating in a free trade zone, payment of a customs duty is triggered when products are:

• A.returned.
• B.assembled.
• C.stored.
• D.distributed.

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The probability of customer dissatisfaction is highest when which of the following conditions exists?

• A.There is a gap between what was indicated and what was accomplished.
• B.Customer expectations are clearly defined.
• C.Supplier execution is too low.
• D.There is a gap between expected performance and perceived performance.

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A retailer that imports furniture from several manufactures in low-wage countries wants to reduce variability in quality. The retailer has proposed merging with one of the manufacturers and giving it sole responsibility for one product family. The proposed merger is an example of:

• A.parallel integration.
• B.internal integration.
• C.vertical integration.
• D.horizontal integration.

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Which of the following levels in a supply chain network represents the most upstream external activity?

• A.Supplier to contractor
• B.Manufacturing to supplier
• C.Customer to distribution
• D.Customer to contractor

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