Chapter 11 Quiz Questions

Analytical CRM Systems provide ___ by analyzing customer behavior and perceptions. A. BI B. ERP C. CIC D. SFA

A. BI

Analytic CRM systems can be used for the following purposes except: A. Delivering future product information to customers B. Forecasting future profitability C. Providing guidelines for future product development D. Designing targeted marketing campaigns

A. Delivering future product information to customers

_________ portals automate the business processes involved in selling products from a single supplier to multiple buyers. A.Distribution B. Intranet C.Procurement D.Affiliate E.Corporate

A. Distribution

T or F: The goal of SCM systems is to reduce friction along the supply chain.

A. True

_________ systems analyze customer data for designing and executing targeted marketing campaigns. A.Analytical CRM B.Transactional CRM C.Business intelligence CRM D. Collaborative CRM E.Operational CRM

A. analytical CRM

Packaging, assembly, or manufacturing take place in the __________ segment of the supply chain. A.internal B.downstream C. external D. upstream

A. internal

The _________ is known as make-to-stock. A. pull model B.supply chain model C. vertical integration model D. push model E. inventory model

A. push model

_________ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process. A. sales force automation B.outbound telesales C. Sales team efforts D. The customer help desk E.Inbound telesales

A. sales force automation

A company's suppliers, suppliers' suppliers, and the processes for managing them is the: A. Upstream portion of the supply chain B. Downstream portion of the supply chain C. Entire supply chain D. Suppliers' chain E. External supply chain

A. upstream portion of the supply chain

_________ systems support the front-office business processes, which directly interact with customers. A.Business intelligence CRM B.Operational CRM C.Collaborative CRM D.Analytical CRM E.Transactional CRM

B. Operational CRM

____includes those areas where customers directly interact with the company. A. analytical CRM B. customer- facing CRM C. customer- touching CRM D. transactional CRM E. CRM

B. customer- facing CRM

Security and procurement from external suppliers are ___ activities. A. external B. upstream C. downstream D. internal

B. upstream

The optimal result of the organization's CRM efforts is to ___ the number of high-value repeat customers while ___ customer churn. A. maximize; mamximizing B. mininimize, minimizing C. Maximize, minimixing D. Mininmize, maximizing

C

________ is a CRM system that is hosted by an external vendor in the vendor's data center. A.Analytical CRM B. Operational CRM C.On-demand CRM D. Customer-facing CRM E.Mobile CRM

C. On-demand CRM

___ is the marketing of additional related products to customers based on a previous purchase. A. downscaling B. bundling C. cross selling D. upselling

C. cross selling

Methods that organizations use to interact with their customers are called: A.Channel point B.Point of presence C. Touch point D. The CRM point E.Market entry point

C. touch point

The ___________ is comprised of a company's suppliers, suppliers' suppliers, and the processes for managing them. A. internal segment of the supply chain B. suppliers' chain C. upstream segment of the supply chain D.external supply chain E. downstream segment of the supply chain

C. upstream segment of the supply chain

___ is a business strategy to which a company purchases its _____ suppliers to ensure that its essential supplies are available as soon as the company needs them. A. vertical integration ; downstream B. VMI, upstream C. vertical integration, upstream

C. vertical integration, upstream

The complete data set on a customer is called a: A. file B. consolidated customer map C. record D. profile E. 360- degree view

E. 360- degree view

Problems along the supply chain include which of the following? A. loss of revenue B. poor customer service C. increase cycle times D. high inventory costs E. all of these

E. all of these

_________ is a CRM system that enables organizations to conduct communications related to customer management through portable media. A. Analytical CRM B. Customer-facing CRM C.Operational CRM D. On-demand CRM E.Mobile CRM

E. mobile CRM

_________ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers. A. Affiliate B.Distribution C.Intranet D.Corporate E.Procurement

E. procurement

The ________ is known as make-to-order. A.supply chain model B. inventory model C. pull model D. vertical integration model E. push model

E. pull model

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

True

A(n) ___________ is software that helps companies acquire and retain customers. A.enterprise resource planning system B.transaction processing system C.supply chain management system D.customer relationship management system E. functional area information system

d. Customer relationship management system