16. Which function is coordinated by a supply chain management (SCM) system? a. Procuring materials and transforming them into intermediate and finished products or services b. Capturing information about customer interactions for sales personnel and customer service representatives c. Focusing on long-term relationships with customers d. Improving budget allocation and managing cash flows 17. In a manufacturing firm's supply chain management (SCM) system, which area oversees order transmission? a. Product flow b. Information flow c. Stock location flow d. Finances flow 18. In a customer relationship management (CRM) system, marketing strategies focus on: a. long-term relationships with customers. b. transactions with customers. c. organizing contacts with business partners. d. abiding government regulations. 19. In a customer relationship management (CRM) system, e-commerce sites use to confirm items purchased. a. Extranets b. e-mail c. spectra d. data-mining tools 20. Which technique is used to improve customer relationship management (CRM) systems by identifying, storing, and disseminating facts about how to perform tasks? a. Sales automation b. Collaborative filtering c. Order processing d. Knowledge management