Question 1

Methods that organizations use to interact with their customers are called:

Accepted Answer

A)  point of presence 
B)  the CRM point 
C)  market entry point 
D)  channel point 
E)  touch point 
A)  point of presence 
B)  the CRM point 
C)  market entry point 
D)  channel point 
E)  touch point E

Question 2

The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.

Accepted Answer

A) True 
 B)False  True

Question 3

All CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.

Accepted Answer

A) True 
 B)False  True

Question 4

Which of the following is not a limitation of EDI?

Accepted Answer

A)  it is inflexible 
B)  business processes may have to be restructured 
C)  it is expensive, but ongoing operating costs are low 
D)  multiple EDI standards exist 
E)  it is difficult to make quick changes 
A)  it is inflexible 
B)  business processes may have to be restructured 
C)  it is expensive, but ongoing operating costs are low 
D)  multiple EDI standards exist 
E)  it is difficult to make quick changes

Question 5

Supply chain management systems are a type of transaction processing system.

Accepted Answer

A) True 
 B)False

Question 6

The benefits of open-source CRM include all of the following except:

Accepted Answer

A)  it is easy to customize 
B)  it is favorably priced 
C)  it has more functionality than in-house CRM systems 
D)  updates and error fixes occur rapidly 
E)  it has extensive support information available 
A)  it is easy to customize 
B)  it is favorably priced 
C)  it has more functionality than in-house CRM systems 
D)  updates and error fixes occur rapidly 
E)  it has extensive support information available

Question 7

The push model is most closely associated with mass production.

Accepted Answer

A) True 
 B)False

Question 8

_____ includes those areas where customers directly interact with the company.

Accepted Answer

A)  CRM 
B)  Analytical CRM 
C)  Customer-facing CRM 
D)  Customer-touching CRM 
E)  Transactional CRM 
A)  CRM 
B)  Analytical CRM 
C)  Customer-facing CRM 
D)  Customer-touching CRM 
E)  Transactional CRM

Question 9

Problems along the supply chain include which of the following?

Accepted Answer

A)  Poor customer service 
B)  High inventory costs 
C)  Loss of revenue 
D)  Increase cycle times 
E)  All of the above 
A)  Poor customer service 
B)  High inventory costs 
C)  Loss of revenue 
D)  Increase cycle times 
E)  All of the above

Question 10

_____ are the physical products, raw materials, and supplies that flow along a supply chain.

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 11

_____ analyze customer data for designing and executing targeted marketing campaigns.

Accepted Answer

A)  CRM 
B)  Analytical CRM 
C)  Operational CRM 
D)  Collaborative CRM 
E)  Transactional CRM 
A)  CRM 
B)  Analytical CRM 
C)  Operational CRM 
D)  Collaborative CRM 
E)  Transactional CRM

Question 12

A demand chain refers to the flow of materials, information, money, and services from suppliers to the end customer.

Accepted Answer

A) True 
 B)False

Question 13

A company's suppliers, suppliers' suppliers, and the processes for managing them 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 chain 
A)  suppliers' chain 
B)  external supply chain 
C)  upstream portion of the supply chain 
D)  downstream portion of the supply chain 
E)  entire supply chain

Question 14

The pull model is most closely associated with mass customization.

Accepted Answer

A) True 
 B)False

Question 15

The Web and point-of-sale terminals are examples of customer-touching CRM applications.

Accepted Answer

A) True 
 B)False

Question 16

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

Accepted Answer

A)  Mobile CRM 
B)  Analytical CRM 
C)  Operational CRM 
D)  On-demand CRM 
E)  Customer-facing CRM 
A)  Mobile CRM 
B)  Analytical CRM 
C)  Operational CRM 
D)  On-demand CRM 
E)  Customer-facing CRM

Question 17

Up-selling is the practice of marketing additional related products to customers based on previous purchases.

Accepted Answer

A) True 
 B)False

Question 18

Bundling is a form of up-selling, where a business sells a group of products together at a price that is lower than the combined individual prices of the products.

Accepted Answer

A) True 
 B)False

Question 19

When customers physically enter a store, it is an example of a customer touch point.

Accepted Answer

A) True 
 B)False

Question 20

The biggest risk of open-source CRM is quality control.

Accepted Answer

A) True 
 B)False

Methods that organizations use to interact with their customers are called:

The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.

All CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.

Which of the following is not a limitation of EDI?

Supply chain management systems are a type of transaction processing system.

The benefits of open-source CRM include all of the following except:

The push model is most closely associated with mass production.

_____ includes those areas where customers directly interact with the company.

Problems along the supply chain include which of the following?

_____ are the physical products, raw materials, and supplies that flow along a supply chain.

_____ analyze customer data for designing and executing targeted marketing campaigns.

A demand chain refers to the flow of materials, information, money, and services from suppliers to the end customer.

A company's suppliers, suppliers' suppliers, and the processes for managing them is the:

The pull model is most closely associated with mass customization.

The Web and point-of-sale terminals are examples of customer-touching CRM applications.

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

Up-selling is the practice of marketing additional related products to customers based on previous purchases.

Bundling is a form of up-selling, where a business sells a group of products together at a price that is lower than the combined individual prices of the products.

When customers physically enter a store, it is an example of a customer touch point.

The biggest risk of open-source CRM is quality control.

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

Business Intelligence

Acquiring Information Systems and Applications

Technology Guide 1 - Hardware

Technology Guide 2 - Software

Technology Guide 3 - Cloud Computing

Filters

Exam 11: Crm and Scm

Methods that organizations use to interact with their customers are called:

The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.

All CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.

Which of the following is not a limitation of EDI?

Supply chain management systems are a type of transaction processing system.

The benefits of open-source CRM include all of the following except:

The push model is most closely associated with mass production.

_____ includes those areas where customers directly interact with the company.

Problems along the supply chain include which of the following?

_____ are the physical products, raw materials, and supplies that flow along a supply chain.

_____ analyze customer data for designing and executing targeted marketing campaigns.

A demand chain refers to the flow of materials, information, money, and services from suppliers to the end customer.

A company's suppliers, suppliers' suppliers, and the processes for managing them is the:

The pull model is most closely associated with mass customization.

The Web and point-of-sale terminals are examples of customer-touching CRM applications.

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

Up-selling is the practice of marketing additional related products to customers based on previous purchases.

Bundling is a form of up-selling, where a business sells a group of products together at a price that is lower than the combined individual prices of the products.

When customers physically enter a store, it is an example of a customer touch point.

The biggest risk of open-source CRM is quality control.

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

Business Intelligence

Acquiring Information Systems and Applications

Technology Guide 1 - Hardware

Technology Guide 2 - Software

Technology Guide 3 - Cloud Computing

Filters