Question 1

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 modelF) C) and E)
G) A) and B)

Question 2

What are the problems associated with on-demand CRM?

Accepted Answer

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

Question 3

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 chainF) B) and E)
G) None of the above

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

Haya noticed that male 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-coloured ties in her school colours. She can put an announcement on the school's monitors that would display in the dining halls and student union lounge. Which of the following should Haya consider during her first month of operation?

Accepted Answer

A)  A sales force automation system
B)  A customer interaction centre
C)  Bundling
D)  Campaign management
E)  Purchasing profilesF) A) and B)
G) A) and C)

Question 6

CRM means that a company should interact with its customers as a group.

Accepted Answer

A) True 
 B)False

Question 7

Flows in the supply chain are uni-directional.

Accepted Answer

A) True 
 B)False

Question 8

Interorganizational information systems result in all of the following except:

Accepted Answer

A)  reduced costs of routine business transactions
B)  improved quality of information flow
C)  reduced errors
D)  increased cycle time
E)  eliminated paper processingF) A) and E)
G) A) and B)

Question 9

Haya noticed that male 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-coloured ties in her school colours. She can put an announcement on the school's monitors that would display in the dining halls and student union lounge. Haya begins to notice that her sports ties are selling really well. Which of the following should be her next step?

Accepted Answer

A)  Target marketing campaigns
B)  Cross-selling
C)  Insights into her products
D)  Customer profitability analysis
E)  MarketingF) B) and C)
G) A) and E)

Question 10

A(n) ___________ refers to the flow of materials, information, money, and services from raw material suppliers through factories and warehouses, to the end customers.

Accepted Answer

A)  demand chain
B)  business process
C)  manufacturing process
D)  supply chain
E)  enterprise resource processF) A) and E)
G) C) and E)

Question 11

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)  Collaborative relationships are fostered.
E)  Cycle time is reduced.F) A) and C)
G) A) and D)

Question 12

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 processesF) C) and D)
G) A) and E)

Question 13

Which of the following statements about loyalty programs is false?

Accepted Answer

A)  Loyalty programs work when there is a high frequency of repeat purchases.
B)  Loyalty programs work when there is not personal customization.
C)  The purpose of loyalty programs is to influence future behaviour.
D)  The purpose of loyalty programs is to reward past behaviour.
E)  Loyalty programs are a customer-touching application.F) B) and D)
G) A) and C)

Question 14

Trends that have led to the supply chain concept include all of the following except:

Accepted Answer

A)  Modern organizations are focusing on their core competencies.
B)  Modern organizations are concentrating on becoming more agile and flexible.
C)  Modern organizations are buying their suppliers in order to have more transparency along the supply chain.
D)  Modern organizations are relying on other companies to supply necessary goods and services.
E)  Modern organizations are relying on an increasing number of suppliers.F) A) and D)
G) D) and E)

Question 15

What is the bullwhip effect?

Accepted Answer

The answer of What is the bullwhip effect?...

Question 16

When Walmart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits the data to the company that makes the diapers. When it is necessary, the diaper company restocks the diapers in that Walmart store. This process is called:

Accepted Answer

A)  Supply chain management
B)  Demand chain management
C)  Vendor-managed inventory
D)  Enterprise resource planning inventory
E)  Just-in-time inventoryF) All of the above
G) A) and E)

Question 17

Analytical CRM systems feed data to operational CRM systems.

Accepted Answer

A) True 
 B)False

Question 18

___________ systems support the front-office business processes that directly interact with customers.

Accepted Answer

A)  CRM
B)  Collaborative CRM
C)  Operational CRM
D)  Analytical CRM
E)  Transactional CRMF) B) and C)
G) None of the above

Question 19

There are typically four flows in the supply chain: materials, information, returns, and financial.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is not a customer touch point?

Accepted Answer

A)  Telephone contact
B)  E-mail
C)  Websites
D)  Customer visits to a store
E)  None of these-all are touch pointsF) D) and E)
G) None of the above

Exam 11: Customer Relationship Management and Supply Chain Management

Analytical CRM systems feed data to operational CRM systems.

Correct Answer
verified

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

Correct Answer
verified

Trends that have led to the supply chain concept include all of the following except:

Correct Answer
verified

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

Correct Answer
verified

There are typically four flows in the supply chain: materials, information, returns, and financial.

Correct Answer
verified

Which of the following is not a benefit of EDI?

Correct Answer
verified

Correct Answer
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In the _________, the production process begins with a customer order.

Correct Answer
verified

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

Correct Answer
verified

Which of the following is not a customer touch point?

Correct Answer
verified

Correct Answer
verified

Which of the following statements about loyalty programs is false?

Correct Answer
verified

Flows in the supply chain are uni-directional.

Correct Answer
verified

___________ systems support the front-office business processes that directly interact with customers.

Correct Answer
verified

When Walmart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits the data to the company that makes the diapers. When it is necessary, the diaper company restocks the diapers in that Walmart store. This process is called:

Correct Answer
verified

Interorganizational information systems result in all of the following except:

Correct Answer
verified

A(n) ___________ refers to the flow of materials, information, money, and services from raw material suppliers through factories and warehouses, to the end customers.

Correct Answer
verified

What are the problems associated with on-demand CRM?

Correct Answer
verified

CRM means that a company should interact with its customers as a group.

Correct Answer
verified

What is the bullwhip effect?

Correct Answer
verified

Exam 11: Customer Relationship Management and Supply Chain Management

Analytical CRM systems feed data to operational CRM systems.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Trends that have led to the supply chain concept include all of the following except:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

There are typically four flows in the supply chain: materials, information, returns, and financial.

Correct AnswerverifiedShow Answer

Which of the following is not a benefit of EDI?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is not a customer touch point?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Which of the following statements about loyalty programs is false?

Correct AnswerverifiedShow Answer

Flows in the supply chain are uni-directional.

Correct AnswerverifiedShow Answer

___________ systems support the front-office business processes that directly interact with customers.

Correct AnswerverifiedShow Answer

When Walmart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits the data to the company that makes the diapers. When it is necessary, the diaper company restocks the diapers in that Walmart store. This process is called:

Correct AnswerverifiedShow Answer

Interorganizational information systems result in all of the following except:

Correct AnswerverifiedShow Answer

A(n) ___________ refers to the flow of materials, information, money, and services from raw material suppliers through factories and warehouses, to the end customers.

Correct AnswerverifiedShow Answer

What are the problems associated with on-demand CRM?

Correct AnswerverifiedShow Answer

CRM means that a company should interact with its customers as a group.

Correct AnswerverifiedShow Answer

What is the bullwhip effect?

Correct AnswerverifiedShow Answer

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