Chapter $8$: Order Management and Customer Service$1.$ Give a definition of order management. $2.$ What are the two phases of order management?$3.$ Give a definition of customer service. $4.$ Customer service can be viewed or defined from three different perspectives, so to speak. What are they? $5.$ Give a definition of customer relationship management. $6.$ List the four basic steps in the implementation of the CRM process. $7.$ Within the Customer Segmentation Matrix, which segment contains the customers which are most profitable? What type of interactions should they be provided? $8.$ For customers that fall within the Cost segment of the customer segmentation matrix, what strategy should be used? $9.$ What is the difference between the order cycle and the order$-$to$-$cash cycle? $10.$ The OTC cash cycle is also referred to as Process D$1$: Deliver Stocked Product, in the Supply Chain Councils SCOR model. List the fifteen principal activities within the OTC cycle. $11.$ From a marketing perspective, what are the three levels of a product than an organization provides to its customers? $12.$ In terms of customer service, every incremental improvement in service will require some incremental level of investment from the supplier. Why is it impractical to provide $100$ percent service levels? $13.$ What are the four distinct dimensions of customer service? $14.$ What are the basic outputs of logistics$,$ and what performance metrics $($from a buyers perspective$)$ are used to track them? $($These are also the five major outputs of order management that influence customer service$).15.$ What are the four metrics that are widely used across multiple industries to measure the efficiency and effectiveness of product availability? $16.$ What does the metric of customer wait time $($CWT$)$ include? $17.$ Postsale logistics support $($PLS$)$ can take two forms what are they?