Deck 10: Customer Relationship Management and Supply Chain Management

Question 1

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

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.

Answer 1

C

Question 2

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

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

Answer 2

D

Question 3

Which of the following statements concerning CRM is not true?

A) CRM builds sustainable long-term relationships with customers
B) CRM is designed for companies to interact with their customers as a group.
C) CRM helps companies acquire new customers.
D) CRMs help keep repeat customers

Answer 3

B

Question 4

A call center is a type of customer interaction center.

Question 5

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

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

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

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

Question 7

Sales force automation is a customer-facing application.

Question 8

Small companies do not have to worry about CRM as it is only essential for large organizations..

Question 9

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.

Question 10

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

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

Question 11

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

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

Question 12

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

Question 13

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

Question 14

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

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

Question 15

The complete data set on a customer is called:

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

Question 16

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

Question 17

Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.

Question 18

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

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

Question 19

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

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

Question 20

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

Question 21

The _____ is known as make-to-order.

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

Question 22

Electronic data interchange does not help much in reducing paper.

Question 23

_____ portals automate the business processes involved in selling products from a single supplier to multiple buyers.

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

Question 24

The _____ is known as make-to-stock.

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

Question 25

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

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

Question 26

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

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

Question 27

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

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 28

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

Question 29

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

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