REVIEWER

Employee’s ability to deliver products and services to internal and external customers.

• customer service

• customer interface

• customer intelligence

• demand management

These are individuals who pay for your services and are not directly connected to the organization.

• internal customers

• external customers

It is a process of measuring the performance of a company's products, services, or processes against those of another business considered to be the best in the industry.

• benchmarking

• demand variability

• manufacturing flexibility

The process should employ customer intelligence, and planned marketing efforts to forecast and influence demand.

• demand management

• customer interface

• order fulfillment

Customer relationship management Defines how a company interacts with its suppliers.

• true

• false

The process includes activities associated with product returns, reverse logistics, gatekeeping, and avoidance are managed within the firm and across key members of the supply chain.

• order fulfillment

• returns management

• manufacturing flow management

It is the difference between what one expects to happen and what actually happens.

• demand management

• supply curve

• demand variability

It is when two or more businesses offer the same product or service and compete for the same market.

• direct competition

• indirect competition

Indirect competition is when two or more businesses offer different products or services and compete for the same market to satisfy the same customer need.

• true

• false

It is defined as the willingness and ability of consumers to purchase a quantity of goods and services.

• direct competition

• competitive advantage

• consumer demand

• answer not given