1. a. new products, services, and business models

b. customer and supplier intimacy

c. improved decision making

d. competitive advantage: delivering better performance

e. survival

1. DSS and MIS Charateristics

a. DSS : DSS are designed specifically to facilitate decision process, DSS should support rather than automate decision making, and DSS should be able to respond quickly to the changing needs of decision makers
b. MIS : accurate, relevant, useful, and timelineness.

1. 5 primary activities from the value chain model:
   a. inbound logistics: automated warehousing systems
   b. operations: computer-controlled machining systems
   c. sales and marketing: computerized ordering systems
   d. services: equipment maintenance systems
   e. outbound logistics: automated shipment scheduling systems

2. 5 steps in ethical analysis:
   a. identify and clearly describe the facts
   b. define the conflits or dilemmas and identify the higher-order values involved
   c. identify the stakeholders
   d. identify the options that you can reasonably take
   e. identify the potential consequences of your options

3. Storage Area Network (SAN)
   storage area network is one of the data management and storage that connects multiple storage devices on dedicated networks

4. A. DBMS is software that permits an organization to centralize data, manage them efficiently, and provide access to the stored data by application programs.
   B. A DBMS reduces data redundancy and inconsistency by minimizing isolated files in which the same data are repeated.The DBMS uncouples programs and data, enabling data to stand on their own. Access and availability of information will be increased and program development and maintenance costs reduced because users and programmers can perform ad hoc queries of data in the database. The DBMS enables the organization to centrally manage data, their use, and security.

5. • Convergence in networking and communication trends
     convergence in networking and communication trends is the efficient coexistence of telephone networks and computer networks converging into single digital network using internet standards.
6. • How CRM helps firms to achieve customers intimacy

Customer relationship management (CRM) systems integrate and automate customer-facing processes in sales, marketing, and customer service, providing an enterprise-wide view of customers. Companies can use this customer knowledge when they interact with customers to provide them with better service or to sell new products and services. These systems also identify profitable or nonprofitable customers or opportunities to reduce the churn rate.
The major customer relationship management software packages provide capabilities for both operational CRM and analytical CRM. They often include modules for managing relationships with selling partners (partner relationship management) and for employee relationship management.