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10/26/2017 Chapter 8 - Order Management and Customer Service Flashcards | Quizlet
Order-to-cash (OTC) all activities plus the flow of funds back to the seller based
on the invoice
CRM Program Measure number of customers who have moved from one customer
segment to another by changing their ordering patterns
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10/26/2017 Chapter 8 - Order Management and Customer Service Flashcards | Quizlet
Customer waits should cost nothing; this situation is more likely to occur
where product substitutability is very low
Lost Sales occurs when a buyer has decided that if the entire order
cannot be delivered at the same time, it will cancel the
order and place it with another seller
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