Deck 11: Customer Relationship Management and Supply Chain Management

Question 1

Which of the following is a customer-touching CRM application?

A)CIC
B)CMA
C)FAQ
D)SFA

Answer 1

C

Question 2

StellaService entered into a partnership with ___________ to give companies a double "mark of approval" in the eyes of customers.

A)Amazon
B)Facebook
C)Google
D)Twitter

Answer 2

C

Question 3

The purpose of loyalty programs is to ____________.

A)decrease the threat of substitute products
B)increase buyer power
C)influence future behavior
D)reward past behavior

Answer 3

C

Question 4

Amazon's basic CRM strategy has always focused on __________.

A)Anticipation
B)Cost
C)Personalization
D)Shipping

Question 5

______________________ is the percentage of customers that will be lost over time.

A)Customer churn
B)Customer intimacy
C)Lifetime loss
D)Lifetime value

Question 6

_____________________ offers a 360-degree view of customers.

A)Analytical CRM
B)Data consolidation
C)Mobile CRM
D)On-demand

Question 7

Amazon's CRM systems described in the IT's About Business case are ________.

A)analytical
B)operational, customer-facing
C)operational, customer-touching
D)analytical and operational

Question 8

__________ is an important technology in analytical CRM systems.

A)Auto-responses
B)Customer service and support
C)OLAP
D)OLTP

Question 9

Customer relationship has become _____________ personal with the rapid growth of the Internet and the World Wide Web.

A)Less
B)More
C)There has been no change
D)It has become irrelevant

Question 10

___________________ track all contacts that have been made with a customer, the purpose of each contact, and any follow-up that might be necessary.

A)Configurators
B)Contact management systems
C)Sales forecasting systems
D)Sales lead tracking systems

Question 11

Online feedback typically captures roughly ___ percent of customer interactions.

A)5
B)40
C)75
D)95

Question 12

CRM helps address which of Porter's Five Forces?

A)Buyer power
B)Rivalry
C)Supplier power
D)Threat of substitutes

Question 13

CRM is most essential for ____________ businesses.

A)Small
B)Medium
C)Large
D)All of the above

Question 14

StellaService's business is ___________.

A)B2B
B)B2C
C)B2G
D)C2C

Question 15

For Organic and Beyond Corporation, ____ operations were more complex than _____ operations because of the number of orders.

A)B2B; B2C
B)B2B; C2C
C)B2C; B2B
D)B2C; C2C

Question 16

You decide it's finally time to get a new TV. You go to Best Buy to check out your options. One of the Best Buy sales representatives points out that the largest TV they have also has the most amazing picture quality. Even though you didn't want a TV that big, you decide it's worth it for the better picture quality. The sales representative's technique is called ______________________.

A)Bundling
B)Cross-selling
C)Up-selling
D)None of the above - this is unethical behavior

Question 17

____________________ is a customer-focused and customer-driven organizational strategy.

A)CRM
B)ERP
C)FAIS
D)SCM

Question 18

The "Amazon Effect" has NOT impacted ___________.

A)BestBuy
B)Dell
C)RadioShack
D)Staples

Question 19

Which of the following is NOT a benefit of Organic and Beyond Corporation's CRM system?

A)Meeting demand
B)Operating costs
C)Reduced sales
D)Tracking sales performance

Question 20

Which of the following is a customer-facing CRM application?

A)FAQs
B)Loyalty programs
C)Personalized web pages
D)Sales force automation

Question 21

The MagicBand uses ______ technology.

A)AI
B)FAQ
C)GPS
D)RFID

Question 22

The Morton's Steakhouse case shows the power of ________ CRM.

A)Mobile
B)On-demand
C)Open-source
D)Social

Question 23

____________________ CRM systems are purchased "as-is" and then installed on-site.

A)On-demand
B)On-premise
C)Open-source
D)Mobile

Question 24

Which of the following is FALSE of analytical CRM systems?

A)They analyze customer behavior and perceptions.
B)They are used to create statistical models of customer behavior.
C)They provide the information in digital dashboards.
D)They support front-office business processes.

Question 25

Morton's Steakhouse responded to a ________ post to please its customer.

A)Blog
B)Facebook
C)Google
D)Twitter

Question 26

The Morton's Steakhouse case is an example of how to use a __________ system to ____________.

A)CRM; repair damaged relationships
B)CRM; enhance your business's image
C)SCM; repair damaged relationships
D)SCM; enhance your business's image

Question 27

Salesforce is the best-known ___________ CRM vendor.

A)On-demand
B)On-premise
C)Open-source
D)Mobile

Question 28

Which of the following is NOT an analytical CRM technology?

A)BI
B)CIC
C)DSS
D)OLAP

Question 29

Sourcing or procurement occurs in the ____________ component of the supply chain.

A)Downstream
B)Internal
C)Intraorganizational
D)Upstream

Question 30

The problem with ______________ CRM systems is they may be difficult to integrate with existing software.

A)On-demand
B)On-premise
C)Open-source
D)Mobile

Question 31

The problem with open-source CRM systems is _______________.

A)Availability
B)Cost
C)Integration
D)Quality

Question 32

uShip used a ________ approach to system implementation.

A)Direct
B)Parallel
C)Phased
D)Pilot

Question 33

Sensors, RFID tags, meters, GPS, and other devices are used to collect supply chain information. These are all examples of __________.

A)Batch processing
B)OLAP
C)OLTP
D)Source data automation

Question 34

Disney implemented a(n)________ CRM system at Disney World.

A)Mobile
B)On-demand
C)On-premise
D)Open-source

Question 35

Which of the following is NOT an advantage of uShip's CRM system?

A)Cost
B)Reporting
C)Response time
D)Workload

Question 36

Analytical CRM systems provide ________.

A)business intelligence
B)data
C)information
D)knowledge

Question 37

Which of the following is NOT an analytical CRM technology?

A)Business intelligence technologies
B)Data mining
C)OLAP
D)OLTP

Question 38

For uShip, ____ operations were more complex than _____ operations because of the longer term management.

A)B2B; B2C
B)B2B; C2C
C)B2C; B2B
D)B2C; C2C

Question 39

___________ CRM systems involve interacting directly with consumers anywhere at any time.

A)On-demand
B)On-premise
C)Open-source
D)Mobile

Question 40

The major issue with Disney's MyMagic+ is ________.

A)Cost
B)Integration
C)Privacy
D)Training

Question 41

India's ___________ paid for the supply chain extranet.

A)Customer
B)Government
C)OEMs
D)Suppliers

Question 42

Which of the following is a limitation of EDI?

A)Cycle time
B)Data entry errors
C)Initial investment
D)Security

Question 43

In the ______________ component of SCM, the organization should manage the logistics process.

A)Deliver
B)Make
C)Plan
D)Source

Question 44

___________ support(s)the linking of business partners.

A)Extranets
B)Intranets
C)Suppliernets
D)The Internet

Question 45

India's automotive supply chain issues were resolved with the implementation of _____.

A)a portal
B)an extranet
C)JIT
D)VMI

Question 46

Supply chain visibility enhances supply chain _________.

A)cost
B)e-commerce
C)flexibility
D)globalization

Question 47

Which of the following do extranets use to make communication over the internet more secure?

A)EDI
B)SFA
C)JIT
D)VPN

Question 48

SCM helps address which of Porter's Five Forces?

A)Buyer power
B)Rivalry
C)Supplier power
D)Threat of substitutes

Question 49

Which of the following is a NOT an e-commerce challenge for Crate & Barrel?

A)Information demands
B)Price transparency
C)Purchasing ability
D)Service expectations

Question 50

You order a pair of shoes online but they don't fit. You send them back. This is an example of a(n)________ transaction.

A)Downstream
B)Internal
C)Intraorganizational
D)Upstream

Question 51

Customers are in the ____________ component of the supply chain.

A)Downstream
B)Internal
C)Intraorganizational
D)Upstream

Question 52

Which of the following is an e-commerce opportunity for Crate & Barrel?

A)Information demands
B)Price transparency
C)Purchasing ability
D)Service expectations

Question 53

Which of the following is NOT a solution to supply chain problems?

A)Horizontal integration
B)JIT
C)VMI
D)Vertical integration

Question 54

The main benefit of India's new automotive supply chain extranet is _____.

A)cost
B)customer intimacy
C)efficiency
D)security

Question 55

_________________________ is/are a communication standard that enables business partners to exchange routing documents electronically.

A)EDI
B)Extranets
C)JIT
D)Portals

Question 56

In the ______________ component of SCM, the organization should come up with a strategy for managing all the resources that go toward meeting customer demand for the product or service.

A)Deliver
B)Make
C)Plan
D)Source

Question 57

Which of the following companies uses a push model?

A)Dell
B)Ford
C)Men's Warehouse
D)Rolls-Royce

Question 58

Which of the following is NOT a reason Crate & Barrel implemented an SCM system?

A)Better reporting
B)Cost reductions
C)Globalization
D)Visibility

Question 59

_________________ flows are the physical products, raw materials, and suppliers that flow along the chain.

A)Financial
B)Information
C)Material
D)Supplier

Question 60

______________ allows you to work from home.

A)EDI
B)SFA
C)JIT
D)VPN

Question 61

OLAP is a type of _________________________________ CRM system.

Question 62

CRM is just about using software to improve the customer experience.

Question 63

Analytical CRM systems support OLAP.

Question 64

Customers are downstream of manufacturers in a supply chain.

Question 65

Open-source CRM systems are also known as utility computing.

Question 66

Which of the following is NOT a benefit of the SCM system Super Retail Group implemented?

A)Inventory reductions
B)Scalability
C)Supplier lock-in
D)Reliability

Question 67

___________________________ CRM systems provide effective and efficient interactive communication with the customer throughout the entire organization.

Question 68

The _____________________ model generates customized products.

Question 69

Loyalty programs are customer-touching CRM applications.

Question 70

When a company encourages you to buy extra cables like car adapters with your electronic devices, that is called bundling.

Question 71

Super Retail Group used a ________ approach to system implementation.

A)Direct
B)Parallel
C)Phased
D)Pilot

Question 72

___________________ selling is a sales strategy in which the business person provides to customers the opportunity to purchase related products or services of greater value in place of, or along with, the consumer's initial product or service selection.

Question 73

The push model is the same as make-to-order.

Question 74

Dell uses a pull model.

Question 75

______________________ is where sourcing or procurement from external suppliers occurs.

Question 76

Customer-_______________________ CRM applications are those services that interact directly with customers.

Question 77

Distribution portals are for downstream customers in a supply chain.

Question 78

_____________________________ CRM systems are CRM systems whose source code is available to developers and users.

Question 79

Super Retail Group addressed the issues resulting from its growth in sales volume and brand strength by implementing ___________.

A)a CRM system
B)an SCM system
C)CIC
D)EDI

Question 80

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