169) ________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services.
170) ________ CRM includes customer-facing applications such as tools for sales force automation, call centre and customer service support, and marketing automation.
171) ________ is the marketing of complementary products to customers.
172) Enterprise-wide ________ provide a greater degree of cross-functional integration than the traditional enterprise applications.
173) ________ can integrate information from enterprise applications and disparate in-house legacy systems, presenting it to users through a Web interface so that the information appears to be coming from a single source.
174) Around the globe, companies are increasingly becoming more ________, both internally and with other companies.
175) After implementing enterprise software from Oracle, Alcoa eliminated many ________ processes and systems.
176) Canada Post delivers more than ________ piece of mail per person in Canada five days a week.
177) The ________ between push- and pull-based models is summarized by the slogan "Make what we sell, not sell what we make."
178) Companies are realizing that their only enduring competitive strength may be their ________ with customers.
179) It can cost ________ more to sell to a new customer than to an existing customer.
180) ________ software provides a single point for users to manage and evaluate marketing campaigns across multiple channels, including e-mail, direct mail, telephone, the Web, and wireless messages.
181) ________ CRM uses a customer data warehouse and tools to analyze customer data collected from the firm's customer touch points and from other sources.
182) It might take a large Fortune 500 company ________ to complete a large-scale implementation of an enterprise system or a system for SCM or CRM.
183) The total cost for an average large system implementation based on SAP or Oracle software, including software, database tools, consulting fees, personnel costs, training, and perhaps hardware costs, runs over $12 ________.