Question 1

Sales force automation is a customer-facing application.

Accepted Answer

A) True 
 B)False

Question 2

____ is a CRM system that enables organizations to conduct communications related to customer management through portable media.

Accepted Answer

A)   Mobile CRM
B)   Analytical CRM
C)   Operational CRM
D)   On-demand CRM
E)   Customer-facing CRMF) B) and D)
G) B) and E)

Question 3

In the downstream segment of the supply chain, managers coordinate the receipt of orders from customers, develop a network of warehouses, select carriers to deliver their products to customers, and develop invoicing systems to receive payments from customers.

Accepted Answer

A) True 
 B)False

Question 4

The ___________ is comprised of a company's suppliers, suppliers' suppliers, and the processes for managing them.

Accepted Answer

A)   suppliers' chain
B)   external supply chain
C)   upstream segment of the supply chain
D)   downstream segment of the supply chain
E)   internal segment of the supply chainF) B) and D)
G) A) and D)

Question 5

The sales, marketing, and service functions are part of:

Accepted Answer

A)   Business intelligence CRM
B)   Analytical CRM
C)   Operational CRM
D)   Collaborative CRM
E)   Transactional CRMF) A) and E)
G) B) and C) C

Question 6

Which of the following technologies is(are)  used by analytic CRM systems?

Accepted Answer

A)   Data warehouses and data mining
B)   Decision support systems
C)   Transaction processing systems
D)   All of theseE) B) and C)
F) A) and C)

Question 7

_____ systems support the front-office business processes, which directly interact with customers.

Accepted Answer

A)   Business intelligence CRM
B)   Collaborative CRM
C)   Operational CRM
D)   Analytical CRM
E)   Transactional CRMF) C) and D)
G) B) and E) C

Question 8

Companies use CRM systems to recreate the intimate personal relationship that once existed between them and their customers.

Accepted Answer

A) True 
 B)False  True

Question 9

The _____ is known as make-to-stock.

Accepted Answer

A)   supply chain model
B)   inventory model
C)   pull model
D)   vertical integration model
E)   push modelF) A) and E)
G) B) and E)

Question 10

Analytic CRM systems can be used for the following purposes except:

Accepted Answer

A)   Forecasting future profitability
B)   Delivering future product information to customers
C)   Providing guidelines for future product development
D)   Designing targeted marketing campaignsE) A) and D)
F) A) and C)

Question 11

CRM systems are designed to focus companies' marketing efforts on a large and broad group of people.

Accepted Answer

A) True 
 B)False

Question 12

Packaging, assembly, or manufacturing take place in the __________ segment of the supply chain.

Accepted Answer

A)   Upstream
B)   Internal
C)   Downstream
D)   External
E)   None of theseF) A) and B)
G) A) and C)

Question 13

_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.

Accepted Answer

A)   Distribution
B)   Corporate
C)   Affiliate
D)   Intranet
E)   ProcurementF) A) and C)
G) C) and D)

Question 14

The benefits of open-source CRM include all of the following except:

Accepted Answer

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)   Extensive support information is available.F) D) and E)
G) A) and B)

Question 15

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

Accepted Answer

A)   Business intelligence CRM
B)   Analytical CRM
C)   Operational CRM
D)   Collaborative CRM
E)   Transactional CRMF) B) and D)
G) A) and E)

Question 16

The basic idea behind CRM is to treat all customers in exactly the same way and give them the same great service.

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

The complete data set on a customer is called:

Accepted Answer

A)   a profile
B)   a record
C)   a 360-degree view
D)   a file
E)   a consolidated customer mapF) C) and D)
G) A) and E)

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

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

Exam 10: Customer Relationship Management and Supply Chain Management

Sales force automation is a customer-facing application.

Correct AnswerverifiedShow Answer

____ is a CRM system that enables organizations to conduct communications related to customer management through portable media.

Correct AnswerverifiedShow Answer

In the downstream segment of the supply chain, managers coordinate the receipt of orders from customers, develop a network of warehouses, select carriers to deliver their products to customers, and develop invoicing systems to receive payments from customers.

Correct AnswerverifiedShow Answer

The ___________ is comprised of a company's suppliers, suppliers' suppliers, and the processes for managing them.

Correct AnswerverifiedShow Answer

The sales, marketing, and service functions are part of:

Correct AnswerverifiedC

Which of the following technologies is(are) used by analytic CRM systems?

Correct AnswerverifiedShow Answer

_____ systems support the front-office business processes, which directly interact with customers.

Correct AnswerverifiedC

Companies use CRM systems to recreate the intimate personal relationship that once existed between them and their customers.

Correct AnswerverifiedTrue

The _____ is known as make-to-stock.

Correct AnswerverifiedShow Answer

Analytic CRM systems can be used for the following purposes except:

Correct AnswerverifiedShow Answer

CRM systems are designed to focus companies' marketing efforts on a large and broad group of people.

Correct AnswerverifiedShow Answer

Packaging, assembly, or manufacturing take place in the __________ segment of the supply chain.

Correct AnswerverifiedShow Answer

_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.

Correct AnswerverifiedShow Answer

The benefits of open-source CRM include all of the following except:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The basic idea behind CRM is to treat all customers in exactly the same way and give them the same great service.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The complete data set on a customer is called:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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