Deck 3: Corporate Governance and Customer Relationship Management

Question 1

The corporate governance structure of a company reflects the individual companies':

A)Cultural and economic system.
B)Legal and business system.
C)Social and regulatory system.
D)All of the above.

Answer 1

All of the above.

Question 2

The internal audit function is least effective when the department:

A)Is non-independent.
B)Is competent.
C)Is objective.
D)Exhibits integrity

Answer 2

Is non-independent.

Question 3

Under the _____________, both internal and external corporate governance mechanisms are intended to induce managerial actions that maximize profit and shareholder value.

A)Shareholder theory.
B)Agency theory.
C)Stakeholder theory.
D)Corporate governance theory.

Answer 3

Shareholder theory.

Question 4

One of the objectives of the Sarbanes-Oxley Act was to:

A)Increase the cost of compliance with federal regulations.
B)Force foreign companies to delist from U.S. capital market exchanges.
C)Improve the quality and transparency of financial reporting.
D)Increase the compliance burden for small companies.

Question 5

An organization's appropriate tone at the top promoting ethical conduct is an example of:

A)Ethics sensitivity.
B)Ethics incentives.
C)Ethical behavior.
D)Consequentialist.

Question 6

An independent director is one who:

A)Did not attend a school supported by the company.
B)Does not have outside relationships with other directors.
C)Does not have any other relationships with the company other than his or her directorship.
D)All of the above.

Question 7

The chairperson of the board of directors and CEO should be leaders with:

A)Vision and problem solving skills.
B)The ability to motivate.
C)Business acumen.
D)All of the above.

Question 8

A board that is elected in a classified system is known as a:

A)Diversified board
B)Staggered board
C)Rotating boa
D)Declassified board

Question 9

Customer Relationship Management is about

A)Acquiring the right customer
B)Instituting the best processes
C)Motivating employees
D)All of the above

Question 10

CRM technology can help in

A)Designing direct marketing efforts
B)Developing new pricing models
C)Processing transactions faster
D)All of the above

Question 11

A _________ is an organized collection of detailed information about individual customers or prospects that is accessible, actionable and current for marketing purposes such as lead generation and others.

A)Customer database
B)Customer mailing list
C)Business database
D)None of the above

Question 12

_______uses sophisticated mathematical and statistical techniques such as neutral networking and cluster analysis.

A)Data mining
B)Data survey
C)CRM
D)None of the above

Question 13

The main drawback of CRM is

A)Implementing CRM before creating a customer strategy
B)Rolling out CRM before changing the organization to match
C)Stalking, not wooing, customers
D)All of the above

Question 14

The marketing messages committed to customers wishes is a part of

A)Permission marketing
B)Activity marketing
C)Supplier marketing
D)None of the above

Question 15

The method used to assess real cost of providing services to an individual customer is

A)Cost based accounting
B)Activity based accounting
C)Turnover based accounting
D)Price based accounting

Question 16

_______is any occasion on which the brand or product is used by end customers.

A)Customer touch point
B)Retailers touch point
C)Company touch point
D)None of the above

Question 17

A consumer buying behavior is influenced by

A)Cultural and social factors
B)Personal factors
C)Both a and b
D)None of the above.

Question 18

Socioeconomic system classifies urban households into _____ broad categories.

A)4
B)8
C)6
D)None of the above

Question 19

For the rural areas, the socioeconomic system use _________ of the chief wage earner.

A)Occupation and Type of home
B)Education and occupation
C)Education and type of home
D)None of the above