MIS 300 Exam 3 {Chapter 11}

The complete data on a customer is called:

360 degree view

_____ creates statistical models of customer behavior and the value of customer relationships over time.

Analyical CRM

_____ systems study customer behavior and perceptions to provide business intelligence.

Analyical CRM

In _____, company representatives use multiple communication channels to support the communications preferences of customers.

Customer interaction center

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

Customer-facing CRM

Distribution or dispersal takes place in which segment of the supply chain?

Downstream

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

Horizontal integration

Which of the follow statements is false about customer interaction centers (CIC)?

In inboard telesales the customer calls the CIC

_____ is a CRM system that is hosted by an external vendor in the vendor's data center. A. Mobile CRM

On-demand CRM

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

Operational CRM

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

Operiational CRM

_____ is the ability for all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes and transportation networks to their receiving docks.

Supply Chain visibility

Which of the following statements about loyalty programs is false?

The purpose of loyalty programs is to reward past behavior

The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet?

a company and its dealers, customers, and or suppliers

Which of the following best describes CRM?

a way of thinking and acting

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. Which of the following customer touch points will give Haya the most information after her first weekend of selling?

actual physical interactions when customers visit her store

The bullwhip effect comes from which of the following?

all of the above

The _____ is erratic shifts in orders up and down the supply chain.

bullwhip effect

AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of:

bundling

_____ is a form of _____.

bundling, cross selling

_____ is the practice of marketing additional related products to customers based on a previous purchase.

cross selling

Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:

customer relationship management systems were developed

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

customer touching

Which of the following statements is false? A. Data consolidation and 360-degree view mean the same thing. B. Data about customers in various functional areas was difficult to share. C. Collaborative CRM systems enable customers to provide direct feedback to the organization D. CRM systems use a data warehouse to make all customer data available to every unit of the business. E. Organizations can use blogs for customer input about their products and services.

data consolidation and 360-degree view means the same thing

Which of the following is not a problem along the supply chain?

decreased cycle time

A company's organization and processes for distributing and delivering products to its final customers is the:

downstream portion of the supply chain

The primary goal of extranets is to do which of the following?

foster collaboration between and among business partners

_____ are simple tools for answering repetitive customer questions.

frequently asked questions

Potential problems with on-demand CRM include all of the following except:

increases cost for the organizations

Packaging, assembly, or manufacturing take place in which segment of the supply chain?

internal

_____ is the time between the receipt of incoming goods and the dispatch of finished, outbound products.

inventory velocity

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

it has more functionality than in-house CRM systems

Which of the following is not a limitation of EDI?

it is expensive, but ongoing operating costs are low

Which of the following is not a benefit of EDI?

length of messages is longer

Trends that have led to the supply chain concept include all of the following except:

modern organizations are buying their suppliers in order to have more transparency along the supply chain

Which of the following is not a customer touch point?

none of the above- all are touch points

Which of the following is not responsible for the bullwhip effect?

poor supply forecast

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

procurement

Which of the following is an important enabler of CRM?

recognizing that there are many customer touch points

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

sales force automation

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

supply chain

Which of the following is the most important enabler of the 360-degree view of the customer across an organization?

the organization's data warehouse

Interorganizational information systems result in all of the following except:

to increase cycle time

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

to increase cycle time

You are in the market for a small economy car. The salesperson has you drive the economy car, and then hands you the keys to a mid-size car of the same brand for you to drive. The salesperson is engaged in:

up-selling

_____ is a sales strategy where the business person will provide to customers the opportunity to purchase higher-value related products.

up-selling

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

upstream portion of the supply chain

When Wal-Mart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits that data to the company that makes the diapers. When it is necessary, the diaper company restocks the diapers in that Wal-Mart store. This process is called:

vender-managed inventory

Extranets use _____ technology to make communication over the Internet more secure.

virtual private networks