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Just-in-time inventory systems try to maximize inventories to protect against uncertainties along the supply chain.

A) True
B) False

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Nutricia's CRM system is an example of a customer facing application.

A) True
B) False

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Mobile CRM systems are targeting customers through their laptops.

A) True
B) False

Correct Answer

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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

F) A) and E)
G) B) and E)

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Explain what "upstream" and "downstream" are within a supply chain.

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Collaborative CRM systems provide interaction with customers throughout the entire organization.

A) True
B) False

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Modern organizations are concentrating on their core competencies and on becoming more flexible and agile.

A) True
B) False

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

A) True
B) False

Correct Answer

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Electronic data interchange is a problem for small businesses.

A) True
B) False

Correct Answer

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_____ 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

F) B) and E)
G) A) and B)

Correct Answer

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Haya noticed that 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 colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Haya begins collecting data about her customers by having them sign up for Promotional Emails at her store. She collects their names and Email address on her form. How might she use the customer data?


A) Target marketing campaigns
B) Cross-sell
C) Gain insights into her products
D) Perform customer profitability analysis
E) Marketing

F) A) and E)
G) C) and D)

Correct Answer

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A major source of supply chain uncertainty is the supply forecast.

A) True
B) False

Correct Answer

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_____ is a form of _____.


A) Up-selling, re-selling
B) Bundling, cross-selling
C) Up-selling, bundling
D) Cross-selling, re-selling
E) Re-selling, additional selling

F) C) and E)
G) B) and E)

Correct Answer

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Properly designed CRM systems provide a single, enterprise wide view of each customer.

A) True
B) False

Correct Answer

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

A) True
B) False

Correct Answer

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

A) True
B) False

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Describe supply chain visibility and explain why it is important to an organization.

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

A) True
B) False

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The pull model is make-to-stock.

A) True
B) False

Correct Answer

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


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

F) C) and D)
G) All of the above

Correct Answer

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