11) In an efficient customer response system, digital answering systems are used to monitor and respond to customer inquiries.
12) Mass customization is a form of mass production.
13) Strong linkages to customers and suppliers decrease switching costs.
14) Chapters.Indigo.ca keeps track of user preferences for book and CD purchases and can recommend titles purchased by others to its customers. This illustrates a firm using a low-cost leadership strategy.
15) In the strategy of product differentiation, information systems are used to enable new products and services.
16) The effect of the Internet has been to raise bargaining power over suppliers.
17) In the age of the Internet, Porter's traditional competitive forces model is still at work, but competitive rivalry has become much more intense.
18) In the value chain model, primary activities are most directly related to the production and distribution of the firm's products and services that create value for the customer.
19) The value chain model classifies all company activities as either primary or support.
20) The idea driving synergies is that when the output of some units can be used as inputs to other units, the relationship can lower cost and generate profits.