IFMG Ch 11

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

Analytical CRM

Which of the following statements concerning CRM is not true?

CRM is designed for companies to interact with their customers as a group

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

Delivering future product information to customers

___ link business partners over the Internet by providing them access to certain areas of each other's corporate ___.

Extranets, intranets

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

It has more functionality than in-house CRM systems.

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

On-demand CRM

CRM systems hosted by a vendor in the vendor's data center are:

On-demand CRM systems

CRM systems whose source code is available at no cost

Open-source CRM systems

Sourcing and procurement from external suppliers occurs:

Upstream segment of supply chain

The complete data set on a customer is called:

a 360-degree view

Problems along the supply chain include which of the following? Poor customer service High inventory costs Loss of revenue Increase cycle times

all of the above

The flows in supply chains consist of which of the following? Materials Information Finance

all of these

Which of the following technologies is(are) used by analytic CRM systems? Data warehouses and data mining Decision support systems Transaction processing systems

all of these

Selling additional products to a customer based on what that customer purchased in the past is called:

cross selling

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

customer relationship management system (CRM)

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

customer touching

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

customer-facing crm

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

distribution

Another name for the push model is make-to-order.

false

Loyalty programs are designed to reward past behavior.

false

The business strategy in which a business purchases its upstream supplier(s) to ensure that essential supplies are available as needed is called horizontal integration.

false

The production process in the pull model begins with a forecast.

false

The underlying premise of customer relationship management is to treat all customers the same.

false

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

foster collaboration between and among business partners

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

internal

Which of the following is not a limitation of EDI?

it is expensive, but ongoing operating costs are low

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

material flows

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

mobile crm

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

operational CRM

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

operational CRM

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

procurement

The _____ is known as make-to-order.

pull model

The _____ is known as make-to-stock.

push model

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

sales force automation (SFA)

The flow of materials, information, money, orders, and services from raw material suppliers, through factories and warehouses, to the end customers is:

supply chain

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

to increase cycle time

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

touch point

Analytical CRM systems provide business intelligence by analyzing customer behavior and perceptions.

true

Customer-facing applications and customer-touching applications provide data to be used in analytical CRM systems.

true

Customer-touching applications are known as electronic CRM systems.

true

Electronic data interchange is a communication standard that enables business partners to electronically exchange routine documents.

true

Erratic shifts in orders up and down the supply chain is called the bullwhip effect.

true

Operational CRM systems support front-office processes.

true

The basic idea behind data consolidation is for an organization to build a 360-degree view of each customer.

true

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

upstream segment of the supply chain