Question 1

_________ is an example of a customer-facing application.

Accepted Answer

A) Automated e-mail response 
B) FAQ 
C) Loyalty program 
D) SFA 
A) Automated e-mail response 
B) FAQ 
C) Loyalty program 
D) SFA D

Question 2

Returned products, recycled products, and disposal of materials or products are called:

Accepted Answer

A) reverse flows 
B) returns 
C) material flows 
D) information flows 
E) financial flows 
A) reverse flows 
B) returns 
C) material flows 
D) information flows 
E) financial flows A

Question 3

__________ is a sales strategy in which the sales person will provide customers the opportunity to purchase higher-value related products or services as opposed to, or along with, the customer's initial product or service selection.

Accepted Answer

A) Bundling 
B) Cross-selling 
C) Personalization 
D) Up selling 
A) Bundling 
B) Cross-selling 
C) Personalization 
D) Up selling D

Question 4

Today, customers are becoming increasingly powerful.

Accepted Answer

A) True 
 B)False

Question 5

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 6

Which of the following is an example of an analytical CRM system?

Accepted Answer

A) Campaign management 
B) Data mining 
C) Loyalty program 
D) Personalized web page 
A) Campaign management 
B) Data mining 
C) Loyalty program 
D) Personalized web page

Question 7

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 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 8

You are in the market for a small economy car. The salesperson has you drive the economy car, and then hands you the keys to a mid-size car of the same brand for you to drive. The salesperson is engaged in:

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 9

Which of the following is not responsible for the bullwhip effect?

Accepted Answer

A) Poor demand forecast 
B) Price fluctuations 
C) Order batching 
D) Rationing within the supply chain 
E) Poor supply forecast 
A) Poor demand forecast 
B) Price fluctuations 
C) Order batching 
D) Rationing within the supply chain 
E) Poor supply forecast

Question 10

One of the challenges with CRM is the customer is always right and now has more power than ever with the Internet.

Accepted Answer

A) True 
 B)False

Question 11

Customer-_________ applications involve direct interaction with customers.

Accepted Answer

A) directing 
B) facing 
C) interacting 
D) touching 
A) directing 
B) facing 
C) interacting 
D) touching

Question 12

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 13

Electronic data interchange is a problem for small businesses.

Accepted Answer

A) True 
 B)False

Question 14

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 15

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) Marketing 
A) Target marketing campaigns 
B) Cross-sell 
C) Gain insights into her products 
D) Perform customer profitability analysis 
E) Marketing

Question 16

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

Accepted Answer

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

Question 17

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 acquisitions 
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 acquisitions

Question 18

In the past, customer data has been located all over the company, typically in the functional areas.

Accepted Answer

A) True 
 B)False

Question 19

The real problem with interacting with customers over the Web is that the company does not have an opportunity to make a good first impression in person.

Accepted Answer

A) True 
 B)False

Question 20

_____ 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 selling 
A) Up-selling, re-selling 
B) Bundling, cross-selling 
C) Up-selling, bundling 
D) Cross-selling, re-selling 
E) Re-selling, additional selling

_________ is an example of a customer-facing application.

Returned products, recycled products, and disposal of materials or products are called:

__________ is a sales strategy in which the sales person will provide customers the opportunity to purchase higher-value related products or services as opposed to, or along with, the customer's initial product or service selection.

Today, customers are becoming increasingly powerful.

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

Which of the following is an example of an analytical CRM system?

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

You are in the market for a small economy car. The salesperson has you drive the economy car, and then hands you the keys to a mid-size car of the same brand for you to drive. The salesperson is engaged in:

Which of the following is not responsible for the bullwhip effect?

One of the challenges with CRM is the customer is always right and now has more power than ever with the Internet.

Customer-_________ applications involve direct interaction with customers.

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

Electronic data interchange is a problem for small businesses.

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

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

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

In the past, customer data has been located all over the company, typically in the functional areas.

The real problem with interacting with customers over the Web is that the company does not have an opportunity to make a good first impression in person.

_ is a form of _.

Introduction to Information Systems

Organizational Strategy, Competitive Advantage, and Information Systems

Data and Knowledge Management

Networks

E-Business and E-Commerce

Wireless, Mobile Computing, and Mobile Commerce

Web 2.0 and Social Networks

Information Systems Within the Organization

Business Intelligence

Acquiring Information Systems and Applications

Ethics and Privacy

Information Security

Tech Guide 1: Hardware

Tech Guide 2: Software

Tech Guide 3: Emerging types of enterprise computing

Tech Guide 4: Intelligent Systems

Tech Guide 5: Protecting your information assets

Filters

Exam 9: Customer Relationship Management and Supply Chain Management

_________ is an example of a customer-facing application.

Returned products, recycled products, and disposal of materials or products are called:

__________ is a sales strategy in which the sales person will provide customers the opportunity to purchase higher-value related products or services as opposed to, or along with, the customer's initial product or service selection.

Today, customers are becoming increasingly powerful.

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

Which of the following is an example of an analytical CRM system?

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

You are in the market for a small economy car. The salesperson has you drive the economy car, and then hands you the keys to a mid-size car of the same brand for you to drive. The salesperson is engaged in:

Which of the following is not responsible for the bullwhip effect?

One of the challenges with CRM is the customer is always right and now has more power than ever with the Internet.

Customer-_________ applications involve direct interaction with customers.

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

Electronic data interchange is a problem for small businesses.

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

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

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

In the past, customer data has been located all over the company, typically in the functional areas.

The real problem with interacting with customers over the Web is that the company does not have an opportunity to make a good first impression in person.

_____ is a form of _____.

Introduction to Information Systems

Organizational Strategy, Competitive Advantage, and Information Systems

Data and Knowledge Management

Networks

E-Business and E-Commerce

Wireless, Mobile Computing, and Mobile Commerce

Web 2.0 and Social Networks

Information Systems Within the Organization

Business Intelligence

Acquiring Information Systems and Applications

Ethics and Privacy

Information Security

Tech Guide 1: Hardware

Tech Guide 2: Software

Tech Guide 3: Emerging types of enterprise computing

Tech Guide 4: Intelligent Systems

Tech Guide 5: Protecting your information assets

Filters

_ is a form of _.