Question 1

Which of the following is not a customer touch point?

Accepted Answer

A)  telephone contact 
B)  e-mail 
C)  Web sites 
D)  customer visits to a store 
E)  none of the above - all are touch points 
A)  telephone contact 
B)  e-mail 
C)  Web sites 
D)  customer visits to a store 
E)  none of the above - all are touch points E

Question 2

Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:

Accepted Answer

A)  people move from farms to cities 
B)  consumers became mobile 
C)  supermarkets and department stores proliferated 
D)  customer relationship management systems were developed 
E)  the Internet grew rapidly 
A)  people move from farms to cities 
B)  consumers became mobile 
C)  supermarkets and department stores proliferated 
D)  customer relationship management systems were developed 
E)  the Internet grew rapidly D

Question 3

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

Question 4

What are the problems associated with on-demand CRM?

Accepted Answer

The answer of What are the problems associated with on-demand...

Question 5

Over time, the customer relationship with vendors has become more personal.

Accepted Answer

A) True 
 B)False

Question 6

In the _____, the production process begins with a forecast.

Accepted Answer

A)  supply chain model 
B)  inventory model 
C)  pull model 
D)  vertical integration model 
E)  push model 
A)  supply chain model 
B)  inventory model 
C)  pull model 
D)  vertical integration model 
E)  push model

Question 7

AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of:

Accepted Answer

A)  up-selling 
B)  cross-selling 
C)  bundling 
D)  customer relationship management 
E)  customer intimacy 
A)  up-selling 
B)  cross-selling 
C)  bundling 
D)  customer relationship management 
E)  customer intimacy

Question 8

In the _____, the production process begins with a customer order.

Accepted Answer

A)  supply chain model 
B)  inventory model 
C)  pull model 
D)  vertical integration model 
E)  push model 
A)  supply chain model 
B)  inventory model 
C)  pull model 
D)  vertical integration model 
E)  push model

Question 9

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 orders 40 ties in each of the school colors and 10 in each of four sports. Which of the following is true about Haya's supply chain?

Accepted Answer

A)  Haya is using a just-in-time inventory system. 
B)  Haya is using a vendor-managed inventory. 
C)  Haya is building inventories. 
D)  Haya has vertical integration with her upstream supplier. 
E)  Haya is using a pull model. 
A)  Haya is using a just-in-time inventory system. 
B)  Haya is using a vendor-managed inventory. 
C)  Haya is building inventories. 
D)  Haya has vertical integration with her upstream supplier. 
E)  Haya is using a pull model.

Question 10

Which of the following statements is false?

Accepted Answer

A)  Data consolidation and 360-degree view mean the same thing. 
B)  Data about customers in various functional areas was difficult to share. 
C)  Collaborative CRM systems enable customers to provide direct feedback to the organization 
D)  CRM systems use a data warehouse to make all customer data available to every unit of the business. 
E)  Organizations can use blogs for customer input about their products and services. 
A)  Data consolidation and 360-degree view mean the same thing. 
B)  Data about customers in various functional areas was difficult to share. 
C)  Collaborative CRM systems enable customers to provide direct feedback to the organization 
D)  CRM systems use a data warehouse to make all customer data available to every unit of the business. 
E)  Organizations can use blogs for customer input about their products and services.

Question 11

The bullwhip effect comes from which of the following?

Accepted Answer

A)  poor demand forecast 
B)  price fluctuations 
C)  order batching 
D)  rationing within the supply chain 
E)  all of the above 
A)  poor demand forecast 
B)  price fluctuations 
C)  order batching 
D)  rationing within the supply chain 
E)  all of the above

Question 12

Whether forecasters overestimate or underestimate demand, the company still faces problems.

Accepted Answer

A) True 
 B)False

Question 13

_____ 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 flows 
A)  Reverse flows 
B)  Reverse logistics 
C)  Material flows 
D)  Information flows 
E)  Financial flows

Question 14

Extranets use _____ technology to make communication over the Internet more secure.

Accepted Answer

A)  telepresence 
B)  anti-malware 
C)  virtual private network 
D)  voice-over IP 
E)  videoconferencing 
A)  telepresence 
B)  anti-malware 
C)  virtual private network 
D)  voice-over IP 
E)  videoconferencing

Question 15

Which of the following is not a benefit of EDI?

Accepted Answer

A)  data entry errors are minimized 
B)  length of messages is longer 
C)  messages are secured 
D)  fosters collaborative relationships 
E)  reduced cycle time 
A)  data entry errors are minimized 
B)  length of messages is longer 
C)  messages are secured 
D)  fosters collaborative relationships 
E)  reduced cycle time

Question 16

CRM systems focus on marketing to masses of people.

Accepted Answer

A) True 
 B)False

Question 17

Packaging and assembly take place in the downstream portion of the supply chain.

Accepted Answer

A) True 
 B)False

Question 18

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 19

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. Which of the following customer touch points will give Haya the most information after her first weekend of selling?

Accepted Answer

A)  Communication she sends via smart phones. 
B)  She should build a web site before she begins to sell on campus. 
C)  She should send an Email to all students on campus. 
D)  She should put a flyer in every mail box on campus. 
E)  Actual physical interactions when customers visit her store 
A)  Communication she sends via smart phones. 
B)  She should build a web site before she begins to sell on campus. 
C)  She should send an Email to all students on campus. 
D)  She should put a flyer in every mail box on campus. 
E)  Actual physical interactions when customers visit her store

Question 20

Which of the following is not a problem along the supply chain?

Accepted Answer

A)  poor customer service 
B)  high inventory costs 
C)  loss of revenues 
D)  decreased cycle times 
E)  extra cost of expediting shipments 
A)  poor customer service 
B)  high inventory costs 
C)  loss of revenues 
D)  decreased cycle times 
E)  extra cost of expediting shipments

Which of the following is not a customer touch point?

Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:

The complete data on a customer is called:

What are the problems associated with on-demand CRM?

Over time, the customer relationship with vendors has become more personal.

In the _____, the production process begins with a forecast.

AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of:

In the _____, the production process begins with a customer order.

Which of the following statements is false?

The bullwhip effect comes from which of the following?

Whether forecasters overestimate or underestimate demand, the company still faces problems.

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

Extranets use _____ technology to make communication over the Internet more secure.

Which of the following is not a benefit of EDI?

CRM systems focus on marketing to masses of people.

Packaging and assembly take place in the downstream portion of the supply chain.

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

Which of the following is not a problem along the supply chain?

Introduction to Information Systems

Organizational Strategy, Competitive Advantage, and Information Systems

Ethics and Privacy

Information Security

Data and Knowledge Management

Networks

E-Business and E-Commerce

Wireless, Mobile Computing, and Mobile Commerce

Social Computing

Enterprise Resource Planning Systems

Crm and Scm

Business Intelligence

Technology Guide 1 - Hardware

Technology Guide 2 - Software

Technology Guide 3 - Cloud Computing

Technology Guide 4 - Intelligent Systems

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Exam 11: Customer Relationship Management and Supply Chain Management

Which of the following is not a customer touch point?

Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:

The complete data on a customer is called:

What are the problems associated with on-demand CRM?

Over time, the customer relationship with vendors has become more personal.

In the _____, the production process begins with a forecast.

AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of:

In the _____, the production process begins with a customer order.

Which of the following statements is false?

The bullwhip effect comes from which of the following?

Whether forecasters overestimate or underestimate demand, the company still faces problems.

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

Extranets use _____ technology to make communication over the Internet more secure.

Which of the following is not a benefit of EDI?

CRM systems focus on marketing to masses of people.

Packaging and assembly take place in the downstream portion of the supply chain.

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

Which of the following is not a problem along the supply chain?

Introduction to Information Systems

Organizational Strategy, Competitive Advantage, and Information Systems

Ethics and Privacy

Information Security

Data and Knowledge Management

Networks

E-Business and E-Commerce

Wireless, Mobile Computing, and Mobile Commerce

Social Computing

Enterprise Resource Planning Systems

Crm and Scm

Business Intelligence

Technology Guide 1 - Hardware

Technology Guide 2 - Software

Technology Guide 3 - Cloud Computing

Technology Guide 4 - Intelligent Systems

Filters