Question 1

Companies use CRM systems to recreate the intimate personal relationship that once existed between them and their customers.

Accepted Answer

A) True 
 B)False  True

Question 2

_____ systems support the front-office business processes, which directly interact with customers.

Accepted Answer

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

Question 3

The sales, marketing, and service functions are part of:

Accepted Answer

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

Question 4

Which of the following technologies is(are) used by analytic CRM systems?

Accepted Answer

A)  Data warehouses and data mining 
B)  Decision support systems 
C)  Transaction processing systems 
D)  All of these 
A)  Data warehouses and data mining 
B)  Decision support systems 
C)  Transaction processing systems 
D)  All of these

Question 5

The ___________ is comprised of a company's suppliers, suppliers' suppliers, and the processes for managing them.

Accepted Answer

A)  suppliers' chain 
B)  external supply chain 
C)  upstream segment of the supply chain 
D)  downstream segment of the supply chain 
E)  internal segment of the supply chain 
A)  suppliers' chain 
B)  external supply chain 
C)  upstream segment of the supply chain 
D)  downstream segment of the supply chain 
E)  internal segment of the supply chain

Question 6

The goal of SCM systems is to reduce friction along the supply chain.

Accepted Answer

A) True 
 B)False

Question 7

____ is a CRM system that enables organizations to conduct communications related to customer management through portable media.

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 8

Analytic CRM systems can be used for the following purposes except:

Accepted Answer

A)  Forecasting future profitability 
B)  Delivering future product information to customers 
C)  Providing guidelines for future product development 
D)  Designing targeted marketing campaigns 
A)  Forecasting future profitability 
B)  Delivering future product information to customers 
C)  Providing guidelines for future product development 
D)  Designing targeted marketing campaigns

Question 9

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

Accepted Answer

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

Question 10

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 processes 
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 processes

Question 11

The basic idea behind CRM is to treat all customers in exactly the same way and give them the same great service.

Accepted Answer

A) True 
 B)False

Question 12

Operational CRM systems support the front-office business processes, which directly interact with customers.

Accepted Answer

A) True 
 B)False

Question 13

CRM systems are designed to focus companies' marketing efforts on a large and broad group of people.

Accepted Answer

A) True 
 B)False

Question 14

In the downstream segment of the supply chain, managers coordinate the receipt of orders from customers, develop a network of warehouses, select carriers to deliver their products to customers, and develop invoicing systems to receive payments from customers.

Accepted Answer

A) True 
 B)False

Question 15

The complete data set 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

Question 16

Sales force automation is a customer-facing application.

Accepted Answer

A) True 
 B)False

Question 17

Packaging, assembly, or manufacturing take place in the __________ segment of the supply chain.

Accepted Answer

A)  Upstream 
B)  Internal 
C)  Downstream 
D)  External 
E)  None of these 
A)  Upstream 
B)  Internal 
C)  Downstream 
D)  External 
E)  None of these

Question 18

_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.

Accepted Answer

A)  Distribution 
B)  Corporate 
C)  Affiliate 
D)  Intranet 
E)  Procurement 
A)  Distribution 
B)  Corporate 
C)  Affiliate 
D)  Intranet 
E)  Procurement

Question 19

The _____ is known as make-to-stock.

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 20

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)  Extensive support information is 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)  Extensive support information is available.

Companies use CRM systems to recreate the intimate personal relationship that once existed between them and their customers.

_____ systems support the front-office business processes, which directly interact with customers.

The sales, marketing, and service functions are part of:

Which of the following technologies is(are) used by analytic CRM systems?

The ___________ is comprised of a company's suppliers, suppliers' suppliers, and the processes for managing them.

The goal of SCM systems is to reduce friction along the supply chain.

____ is a CRM system that enables organizations to conduct communications related to customer management through portable media.

Analytic CRM systems can be used for the following purposes except:

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

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

The basic idea behind CRM is to treat all customers in exactly the same way and give them the same great service.

Operational CRM systems support the front-office business processes, which directly interact with customers.

CRM systems are designed to focus companies' marketing efforts on a large and broad group of people.

In the downstream segment of the supply chain, managers coordinate the receipt of orders from customers, develop a network of warehouses, select carriers to deliver their products to customers, and develop invoicing systems to receive payments from customers.

The complete data set on a customer is called:

Sales force automation is a customer-facing application.

Packaging, assembly, or manufacturing take place in the __________ segment of the supply chain.

_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.

The _____ is known as make-to-stock.

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

Introduction to Information Systems

Organizational Strategy, Competitive Advantage, and Information Systems

Ethics and Privacy

Information Security and Controls

Data and Knowledge Management

Telecommunications and Networking

E-Business and E-Commerce

Wireless, Mobile Computing, and Mobile Commerce

Information Systems within the Organization

Business Analytics

Acquiring Information Systems and Applications

Technology Guide 5: Protecting Your Information Assets

Filters

Exam 10: Customer Relationship Management and Supply Chain Management

Companies use CRM systems to recreate the intimate personal relationship that once existed between them and their customers.

_____ systems support the front-office business processes, which directly interact with customers.

The sales, marketing, and service functions are part of:

Which of the following technologies is(are) used by analytic CRM systems?

The ___________ is comprised of a company's suppliers, suppliers' suppliers, and the processes for managing them.

The goal of SCM systems is to reduce friction along the supply chain.

____ is a CRM system that enables organizations to conduct communications related to customer management through portable media.

Analytic CRM systems can be used for the following purposes except:

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

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

The basic idea behind CRM is to treat all customers in exactly the same way and give them the same great service.

Operational CRM systems support the front-office business processes, which directly interact with customers.

CRM systems are designed to focus companies' marketing efforts on a large and broad group of people.

In the downstream segment of the supply chain, managers coordinate the receipt of orders from customers, develop a network of warehouses, select carriers to deliver their products to customers, and develop invoicing systems to receive payments from customers.

The complete data set on a customer is called:

Sales force automation is a customer-facing application.

Packaging, assembly, or manufacturing take place in the __________ segment of the supply chain.

_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.

The _____ is known as make-to-stock.

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

Introduction to Information Systems

Organizational Strategy, Competitive Advantage, and Information Systems

Ethics and Privacy

Information Security and Controls

Data and Knowledge Management

Telecommunications and Networking

E-Business and E-Commerce

Wireless, Mobile Computing, and Mobile Commerce

Information Systems within the Organization

Business Analytics

Acquiring Information Systems and Applications

Technology Guide 5: Protecting Your Information Assets

Filters