Deck 11: Crm and Scm

Question 1

A check-in kiosk at the airport would be what type of CRM application?

A) Inbound telesales
B) Customer touching
C) Outbound telesales
D) Sales
E) Customer facing

Answer 1

B

Question 2

Bundling is a form of up-selling, where a business sells a group of products together at a price that is lower than the combined individual prices of the products.

Answer 2

False

Question 3

The Web and point-of-sale terminals are examples of customer-touching CRM applications.

Answer 3

True

Question 4

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) it has extensive support information available

Question 5

_____ includes those areas where customers directly interact with the company.

A) CRM
B) Analytical CRM
C) Customer-facing CRM
D) Customer-touching CRM
E) Transactional CRM

Question 6

_____ 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

Question 7

Methods that organizations use to interact with their customers are called:

A) point of presence
B) the CRM point
C) market entry point
D) channel point
E) touch point

Question 8

A(n) _____ is software that helps companies acquire and retain customers.

A) enterprise resource planning system
B) customer relationship management system
C) supply chain management system
D) transaction processing system
E) functional area information system

Question 9

The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.

Question 10

Supply chain management systems are a type of transaction processing system.

Question 11

Up-selling is the practice of marketing additional related products to customers based on previous purchases.

Question 12

When customers physically enter a store, it is an example of a customer touch point.

Question 13

A demand chain refers to the flow of materials, information, money, and services from suppliers to the end customer.

Question 14

_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.

A) Inbound telesales
B) Outbound telesales
C) Sales team efforts
D) Sales force automation
E) The customer help desk

Question 15

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

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

Question 16

The flows in supply chains consist of which of the following?

A) Materials
B) Information
C) Finance
D) All of the these
E) None of the these

Question 17

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

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 18

The biggest risk of open-source CRM is quality control.

Question 19

All CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.

Question 20

_____ are the physical products, raw materials, and supplies that flow along a supply chain.

A) Reverse flows
B) Reverse logistics
C) Material flows
D) Information flows
E) Financial flows

Question 21

Problems along the supply chain include which of the following?

A) Poor customer service
B) High inventory costs
C) Loss of revenue
D) Increase cycle times
E) All of the above

Question 22

The push model is most closely associated with mass production.

Question 23

Which of the following is not a limitation of EDI?

A) it is inflexible
B) business processes may have to be restructured
C) it is expensive, but ongoing operating costs are low
D) multiple EDI standards exist
E) it is difficult to make quick changes

Question 24

Electronic data interchange is a communication standard that enables the electronic transfer of routine documents between business partners.

Question 25

The pull model is most closely associated with mass customization.