Question 1

Which of the following is the most important enabler of the 360-degree view of the customer across an organization?

Accepted Answer

A)   the organization's database
B)   the organization's data warehouse
C)   the organization's CRM systems
D)   the organization's collaborative CRM systems
E)   the organization's analytical CRM systemsF) A) and D)
G) B) and E)

Question 2

_____ involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data.

Accepted Answer

A)   Reverse flows
B)   Reverse logistics
C)   Material flows
D)   Information flows
E)   Financial flowsF) B) and D)
G) D) and E)

Question 3

_____ is a form of _____.

Accepted Answer

A)   Up-selling, re-selling
B)   Bundling, cross-selling
C)   Up-selling, bundling
D)   Cross-selling, re-selling
E)   Re-selling, additional sellingF) B) and C)
G) None of the above

Question 4

Which of the following is an important enabler of CRM?

Accepted Answer

A)   recognizing that there are many customer touch points
B)   recognizing the necessity of treating all customers the same
C)   recognizing the need for sophisticated CRM information systems
D)   recognizing the need for sophisticated customer databases
E)   recognizing the need for a data warehouseF) D) and E)
G) C) and D)

Question 5

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Haya begins collecting data about her customers by having them sign up for Promotional Emails at her store. She collects their names and Email address on her form. How might she use the customer data?

Accepted Answer

A)   Target marketing campaigns
B)   Cross-sell
C)   Gain insights into her products
D)   Perform customer profitability analysis
E)   MarketingF) B) and C)
G) All of the above

Question 6

Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.

Accepted Answer

A) True 
 B)False

Question 7

When Wal-Mart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits that data to the company that makes the diapers. When it is necessary, the diaper company restocks the diapers in that Wal-Mart store. This process is called:

Accepted Answer

A)   supply chain management
B)   demand chain management
C)   vendor-managed inventory
D)   enterprise resource planning inventory
E)   just-in-time inventoryF) B) and D)
G) A) and B)

Question 8

The complete data on a customer is called:

Accepted Answer

A)   a profile
B)   a record
C)   a 360-degree view
D)   a file
E)   a consolidated customer mapF) B) and D)
G) A) and E)

Question 9

_____ systems study customer behavior and perceptions to provide business intelligence.

Accepted Answer

A)   CRM
B)   Collaborative CRM
C)   Operational CRM
D)   Analytical CRM
E)   Transactional CRMF) D) and E)
G) A) and E)

Question 10

A company's organization and processes for distributing and delivering products to its final customers is the:

Accepted Answer

A)   suppliers' chain
B)   external supply chain
C)   upstream portion of the supply chain
D)   downstream portion of the supply chain
E)   entire supply chainF) C) and D)
G) A) and D)

Question 11

Refer to IT's About Business 11.3- Refining the Call Center: The case discusses research that indicates that pairing callers to the call center with like-minded representatives can result in benefits. Which of the following is not one of the benefits?

Accepted Answer

A)   Calls will be shorter.
B)   Representatives can handle more calls.
C)   Customer satisfaction will improve.
D)   Fewer accounts will be canceled.
E)   It reduces customer fallout.F) A) and B)
G) B) and E)

Question 12

Describe the reasons that so many companies think mobile CRM is the CRM system of the future.

Accepted Answer

The answer of Describe the reasons that so many companies...

Question 13

Which of the following is not a goal of supply chain management?

Accepted Answer

A)   to reduce uncertainty along the supply chain
B)   to decrease inventory levels
C)   to increase cycle time
D)   to improve customer service
E)   to improve business processesF) C) and D)
G) C) and E)

Question 14

The primary goal of extranets is to do which of the following?

Accepted Answer

A)   foster collaboration between and among business partners
B)   to provide security for corporate intranets
C)   to provide effective communications inside corporate intranets
D)   to enable corporate employees to view inventory information for their companies
E)   to enable business partners to better plan mergers and acquisitionsF) A) and E)
G) A) and D)

Question 15

CRM means that a company should interact with its customers as a group.

Accepted Answer

A) True 
 B)False

Question 16

Describe the supply chain of your university. Be sure to include all three segments.

Accepted Answer

The answer of Describe the supply chain of your university....

Question 17

Packaging, assembly, or manufacturing take place in which segment of the supply chain?

Accepted Answer

A)   upstream
B)   internal
C)   downstream
D)   external
E)   none of the aboveF) C) and E)
G) B) and D)

Question 18

The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet?

Accepted Answer

A)   a company and its dealers, customers, and/or suppliers
B)   an industry's extranet
C)   joint venture
D)   B2B exchange
E)   B2C exchangeF) None of the above
G) A) and B)

Question 19

Explain what "upstream" and "downstream" are within a supply chain.

Accepted Answer

The answer of Explain what "upstream" and "downstream" are within...

Question 20

Electronic data interchange is a problem for small businesses.

Accepted Answer

A) True 
 B)False

Exam 11: Customer Relationship Management and Supply Chain Management

_____ systems study customer behavior and perceptions to provide business intelligence.

Correct Answer
verified

Correct Answer
verified

Describe the supply chain of your university. Be sure to include all three segments.

Correct Answer
verified

A company's organization and processes for distributing and delivering products to its final customers is the:

Correct Answer
verified

When Wal-Mart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits that data to the company that makes the diapers. When it is necessary, the diaper company restocks the diapers in that Wal-Mart store. This process is called:

Correct Answer
verified

Explain what "upstream" and "downstream" are within a supply chain.

Correct Answer
verified

The complete data on a customer is called:

Correct Answer
verified

Electronic data interchange is a problem for small businesses.

Correct Answer
verified

CRM means that a company should interact with its customers as a group.

Correct Answer
verified

_____ involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data.

Correct Answer
verified

Packaging, assembly, or manufacturing take place in which segment of the supply chain?

Correct Answer
verified

Which of the following is an important enabler of CRM?

Correct Answer
verified

Which of the following is the most important enabler of the 360-degree view of the customer across an organization?

Correct Answer
verified

The primary goal of extranets is to do which of the following?

Correct Answer
verified

Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.

Correct Answer
verified

Which of the following is not a goal of supply chain management?

Correct Answer
verified

Refer to IT's About Business 11.3- Refining the Call Center: The case discusses research that indicates that pairing callers to the call center with like-minded representatives can result in benefits. Which of the following is not one of the benefits?

Correct Answer
verified

The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet?

Correct Answer
verified

_ is a form of _.

Correct Answer
verified

Describe the reasons that so many companies think mobile CRM is the CRM system of the future.

Correct Answer
verified

Exam 11: Customer Relationship Management and Supply Chain Management

_____ systems study customer behavior and perceptions to provide business intelligence.

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Describe the supply chain of your university. Be sure to include all three segments.

Correct AnswerverifiedShow Answer

A company's organization and processes for distributing and delivering products to its final customers is the:

Correct AnswerverifiedShow Answer

When Wal-Mart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits that data to the company that makes the diapers. When it is necessary, the diaper company restocks the diapers in that Wal-Mart store. This process is called:

Correct AnswerverifiedShow Answer

Explain what "upstream" and "downstream" are within a supply chain.

Correct AnswerverifiedShow Answer

The complete data on a customer is called:

Correct AnswerverifiedShow Answer

Electronic data interchange is a problem for small businesses.

Correct AnswerverifiedShow Answer

CRM means that a company should interact with its customers as a group.

Correct AnswerverifiedShow Answer

_____ involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data.

Correct AnswerverifiedShow Answer

Packaging, assembly, or manufacturing take place in which segment of the supply chain?

Correct AnswerverifiedShow Answer

Which of the following is an important enabler of CRM?

Correct AnswerverifiedShow Answer

Which of the following is the most important enabler of the 360-degree view of the customer across an organization?

Correct AnswerverifiedShow Answer

The primary goal of extranets is to do which of the following?

Correct AnswerverifiedShow Answer

Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.

Correct AnswerverifiedShow Answer

Which of the following is not a goal of supply chain management?

Correct AnswerverifiedShow Answer

Refer to IT's About Business 11.3- Refining the Call Center: The case discusses research that indicates that pairing callers to the call center with like-minded representatives can result in benefits. Which of the following is not one of the benefits?

Correct AnswerverifiedShow Answer

The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet?

Correct AnswerverifiedShow Answer

_____ is a form of _____.

Correct AnswerverifiedShow Answer

Describe the reasons that so many companies think mobile CRM is the CRM system of the future.

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified

_ is a form of _.

Correct Answer
verified

Correct Answer
verified