Question 1

________ CRM systems are purchased from a vendor and then installed on site.

Accepted Answer

A)  On-demand 
B)  On-premise 
C)  Mobile 
D)  Social 
A)  On-demand 
B)  On-premise 
C)  Mobile 
D)  Social

Question 2

The pull model is also known as ________ which is closely aligned with mass ________.

Accepted Answer

A)  make-to-order; customization 
B)  make-to-order; production 
C)  make-to-stock; customization 
D)  make-to-stock; production 
A)  make-to-order; customization 
B)  make-to-order; production 
C)  make-to-stock; customization 
D)  make-to-stock; production

Question 3

ANXeBusiness is an example of ________.

Accepted Answer

A)  a portal and exchange 
B)  an extranet for a company and its dealers, customers, or suppliers 
C)  an industry's extranet 
D)  joint ventures and other business partnerships 
A)  a portal and exchange 
B)  an extranet for a company and its dealers, customers, or suppliers 
C)  an industry's extranet 
D)  joint ventures and other business partnerships

Question 4

Organizations must have a strategy for managing all the resources that are involved in meeting customer demand for their product or service. This strategy is developed in the ________ component of SCM.

Accepted Answer

A)  deliver 
B)  make 
C)  plan 
D)  return 
E)  source 
A)  deliver 
B)  make 
C)  plan 
D)  return 
E)  source

Question 5

High-end CRM systems are designed for companies like Amazon because they are so large and have so many different customers.

Accepted Answer

A) True 
 B)False

Question 6

Bundling is a form of upselling.

Accepted Answer

A) True 
 B)False

Question 7

If you want to return a defective product to the supplier, this is an example of an upstream flow of the supply chain.

Accepted Answer

A) True 
 B)False

Question 8

You decide to purchase Oracle's Netsuite CRM+ system. This is an example of a(n) ________ CRM system.

Accepted Answer

A)  on-demand 
B)  on-premise 
C)  mobile 
D)  social 
A)  on-demand 
B)  on-premise 
C)  mobile 
D)  social

Question 9

A _____________ is a tool that uses mathematical algorithms to predict consumers' likes and dislikes.

Accepted Answer

A)  third-party app 
B)  recommendation engine 
C)  cloud-based sales server 
D)  analytic tool 
A)  third-party app 
B)  recommendation engine 
C)  cloud-based sales server 
D)  analytic tool

Question 10

The ___ refers to erratic shifts in orders up and down the supply chain.

Accepted Answer

The answer of The ___ refers to erratic shifts in...

Question 11

Winning back a customer who has switched to a competitor is vastly more expensive than keeping that customer satisfied in the first place.

Accepted Answer

A) True 
 B)False

Question 12

What is the difference between customer-facing and customer-touching CRM applications? List and describe the different customer-facing and customer-touching CRM applications. Which applications would you use for high-value customers and why? Which applications would you use for low-value customers and why?

Accepted Answer

Customer-facing = employees interact dir

Question 13

One of the reasons that Salesforce Einstein was selected by Black Diamond was ______.

Accepted Answer

A)  it decreased conversion rates 
B)  it offered money-back guarantees 
C)  it functioned in real time 
D)  it was more customizable 
A)  it decreased conversion rates 
B)  it offered money-back guarantees 
C)  it functioned in real time 
D)  it was more customizable

Question 14

Operational CRM systems support __________-office business processes.

Accepted Answer

A)  back 
B)  east 
C)  front 
D)  west 
A)  back 
B)  east 
C)  front 
D)  west

Question 15

JIT shifts inventory upstream.

Accepted Answer

A) True 
 B)False

Question 16

Sourcing and procurement from external suppliers are ________ activities.

Accepted Answer

A)  downstream 
B)  internal 
C)  upstream 
D)  irrelevant 
A)  downstream 
B)  internal 
C)  upstream 
D)  irrelevant

Question 17

___ CRM systems provide business intelligence by analyzing customer behavior and perceptions.

Accepted Answer

The answer of ___ CRM systems provide business intelligence by...

Question 18

On-premise CRM systems are the most secure of all the CRM application options.

Accepted Answer

A) True 
 B)False

Question 19

You want to buy a 65" TV, but a sales representative talks you into the 70" TV because it is only a little more expensive and will still fit nicely into that spot on your wall. This is an example of ________.

Accepted Answer

A)  bundling 
B)  cross-selling 
C)  downselling 
D)  upselling 
A)  bundling 
B)  cross-selling 
C)  downselling 
D)  upselling

Question 20

CMA is a way for organizations to avoid targeting people who have opted out of receiving marketing communications.

Accepted Answer

A) True 
 B)False

________ CRM systems are purchased from a vendor and then installed on site.

The pull model is also known as which is closely aligned with mass .

ANXeBusiness is an example of ________.

Organizations must have a strategy for managing all the resources that are involved in meeting customer demand for their product or service. This strategy is developed in the ________ component of SCM.

High-end CRM systems are designed for companies like Amazon because they are so large and have so many different customers.

Bundling is a form of upselling.

If you want to return a defective product to the supplier, this is an example of an upstream flow of the supply chain.

You decide to purchase Oracle's Netsuite CRM+ system. This is an example of a(n) ________ CRM system.

A _____________ is a tool that uses mathematical algorithms to predict consumers' likes and dislikes.

The ___ refers to erratic shifts in orders up and down the supply chain.

Winning back a customer who has switched to a competitor is vastly more expensive than keeping that customer satisfied in the first place.

One of the reasons that Salesforce Einstein was selected by Black Diamond was ______.

Operational CRM systems support __________-office business processes.

JIT shifts inventory upstream.

Sourcing and procurement from external suppliers are ________ activities.

___ CRM systems provide business intelligence by analyzing customer behavior and perceptions.

On-premise CRM systems are the most secure of all the CRM application options.

You want to buy a 65" TV, but a sales representative talks you into the 70" TV because it is only a little more expensive and will still fit nicely into that spot on your wall. This is an example of ________.

CMA is a way for organizations to avoid targeting people who have opted out of receiving marketing communications.

Introduction to Information Systems

Organizational Strategy, Competitive Advantage, and Information Systems

Ethics and Privacy

Information Security

Data and Knowledge Management

Telecommunications and Networking

E-Business and E-Commerce

Wireless, Mobile Computing, and Mobile Commerce

Social Computing

Information Systems Within the Organization

Business Analytics

Acquiring Information Systems and Applications

Hardware

Software

Cloud Computing

Artificial Intelligence

Filters

Exam 11: CRM and SCM

________ CRM systems are purchased from a vendor and then installed on site.

The pull model is also known as ________ which is closely aligned with mass ________.

ANXeBusiness is an example of ________.

Organizations must have a strategy for managing all the resources that are involved in meeting customer demand for their product or service. This strategy is developed in the ________ component of SCM.

High-end CRM systems are designed for companies like Amazon because they are so large and have so many different customers.

Bundling is a form of upselling.

If you want to return a defective product to the supplier, this is an example of an upstream flow of the supply chain.

You decide to purchase Oracle's Netsuite CRM+ system. This is an example of a(n) ________ CRM system.

A _____________ is a tool that uses mathematical algorithms to predict consumers' likes and dislikes.

The ___ refers to erratic shifts in orders up and down the supply chain.

Winning back a customer who has switched to a competitor is vastly more expensive than keeping that customer satisfied in the first place.

One of the reasons that Salesforce Einstein was selected by Black Diamond was ______.

Operational CRM systems support __________-office business processes.

JIT shifts inventory upstream.

Sourcing and procurement from external suppliers are ________ activities.

___ CRM systems provide business intelligence by analyzing customer behavior and perceptions.

On-premise CRM systems are the most secure of all the CRM application options.

You want to buy a 65" TV, but a sales representative talks you into the 70" TV because it is only a little more expensive and will still fit nicely into that spot on your wall. This is an example of ________.

CMA is a way for organizations to avoid targeting people who have opted out of receiving marketing communications.

Introduction to Information Systems

Organizational Strategy, Competitive Advantage, and Information Systems

Ethics and Privacy

Information Security

Data and Knowledge Management

Telecommunications and Networking

E-Business and E-Commerce

Wireless, Mobile Computing, and Mobile Commerce

Social Computing

Information Systems Within the Organization

Business Analytics

Acquiring Information Systems and Applications

Hardware

Software

Cloud Computing

Artificial Intelligence

Filters

The pull model is also known as which is closely aligned with mass .