AaBbCcDdEe Aa BbCcDC Aa BbCcDc A Normal Heading 1 Title Chapter 12 Customer Relationship Management 1. Define customer relationship management and collaborative CRM, and identify the primary functions of both processes. 2. Why is CRM so important to any organization? 3. Define and provide examples of cross selling, up selling, and bundling. 5 points Chapter 13 4. Define the term supply chain, and describe the three components and the three flows of a supply chain 5. Differentiate between the push model and the pull model. 6. What is the bullwhip effect? Is it a problem? If so, what can be done to minimize its effects? 7. Define EDI, and list its major benefits and limitations. Chapter 14 8. What is an REP? Why is it important to use a formal software selection methodology? 9. What drives the decision to acquire a software system? That is, how do you know what you need, or even if you have any needs at all? 10.Name 4 different methods of cost/benefit analysis 11. When would it be more appropriate to use the business case approach to analyze projects instead of a numerical analysis? Cloud Computing (Plug IT In 4) 12. What is the value of server farms and virtualization to any large organization? 13.What is the value of cloud computing to a small organization? 14.Define software-as-a-service (SaaS), Infrastructure-as-a-service (IaaS), and platform-as-a-service (PaaS) Business Process Management (Plug IT In 1) 15. What is a business process? 16. What is business process reengineering? 17. Why is it so difficult for an organization to actually implement business process reengineering? Project Management (Plug IT In 6) 18. What is the triple constraint of any project? 19. What are the five phases of the project management process? 20. What are the major causes of project failure