MIS Ch 11

Which of the following is an important enabler of CRM? a) recognizing that there are many customer touch points b) recognizing the necessity of treating all customers the same c) recognizing the need for sophisticated CRM information systems d) recognizing the need for sophisticated customer databases e) recognizing the need for a data warehouse

a) recognizing that there are many customer touch points

_____ creates statistical models of customer behavior and the value of customer relationships over time. a) CRM b) Analytical CRM c) Operational CRM d) Collaborative CRM e) Transactional CRM

b) Analytical CRM

_____ 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

b) Bundling, cross-selling

A check-in kiosk at the airport would be what type of CRM application? a) Inbound telesales b) Customer touching c) Outbound telesales d) Sales e) Customer facing

b) Customer touching

_____ includes those areas where customers directly interact with the company. a) CRM b) Analytical CRM c) Customer-facing CRM d) Customer-touching CRM e) Transactional CRM

c) Customer-facing CRM

_____ are simple tools for answering repetitive customer questions. a) Personalized Web pages b) Customized products and services c) Frequently asked questions d) E-mail systems e) Automated response systems

c) Frequently asked questions

_____ are the physical products, raw materials, and supplies that flow along a supply chain. a) Reverse flows b) Reverse logistics c) Material flows d) Information flows e) Financial flows

c) Material flows

_____ systems study customer behavior and perceptions to provide business intelligence. a) CRM b) Collaborative CRM c) Operational CRM d) Analytical CRM e) Transactional CRM

d) Analytical CRM

Which of the follow statements is false about customer interaction centers (CIC)? a) A call center is an example of a CIC. b) A Help Desk is an example of a CIC. c) In outboard telesales the sales person contacts the customer. d) In inboard telesales the customer calls the CIC. e) Live chat provides an advantage over telephone conversations.

d) 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 b) Analytical CRM c) Operational CRM d) On-demand CRM e) Customer-facing CRM

d) On-demand CRM

_____ 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

d) Sales force automation

Which of the following statements about loyalty programs is false? a) Loyalty programs work when there is a high frequency of repeat purchases. b) Loyalty programs work when there is not personal customization. c) The purpose of loyalty programs is to influence future behavior. d) The purpose of loyalty programs is to reward past behavior e) Loyalty programs are a customer-touching application.

d) The purpose of loyalty programs is to reward past behavior

Which of the following best describes CRM? a) a process b) a set of technologies c) an information system d) a way of thinking and acting e) a set of decisions

d) a way of thinking and acting

In _____, company representatives use multiple communication channels to support the communications preferences of customers. a) telesales rooms b) group decision support rooms c) videoconferencing centers d) sales team meetings e) customer interaction centers

e) customer interaction centers

Which of the following is not a customer touch point? a) telephone contact b) e-mail c) Web sites d) customer visits to a store e) none of these - all are touch points

e) none of these - all are touch points

Which of the following is not responsible for the bullwhip effect? a) poor demand forecast b) price fluctuations c) order batching d) rationing within the supply chain e) poor supply forecast

e) poor supply forecast

In the _____, the production process begins with a forecast. a) supply chain model b) inventory model c) pull model d) vertical integration model e) push model

e) push model

_____ 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. a) Supply chain visibility b) Horizontal integration c) Vertical integration d) Supply chain intelligence e) Supply chain integration

a) Supply chain visibility

_____ is the practice of marketing additional related products to customers based on a previous purchase. a) Bundling b) Up-selling c) Re-selling d) Additional selling e) Cross-selling

e) Cross-selling

_____ is the time between the receipt of incoming goods and the dispatch of finished, outbound products. a) Inventory turnover b) Inventory velocity c) Inventory speed d) Inventory time e) Inventory production

b) Inventory velocity

_____ is a sales strategy where the business person will provide to customers the opportunity to purchase higher-value related products. a) Bundling b) Up-selling c) Re-selling d) Additional selling e) Cross-selling

b) Up-selling

Packaging, assembly, or manufacturing take place in which segment of the supply chain? a) upstream b) internal c) downstream d) external e) none of these

b) internal

_____ systems support the front-office business processes which directly interact with customers. a) CRM b) Collaborative CRM c) Operational CRM d) Analytical CRM e) Transactional CRM

c) Operational CRM

Which of the following is not a limitation of EDI? a) it is inflexible b) business processes may have to be restructured c) it is expensive, but ongoing operating costs are low d) multiple EDI standards exist e) it is difficult to make quick changes

c) it is expensive, but ongoing operating costs are low

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

c) to increase cycle time

Interorganizational information systems result in all of the following except: a) reduced costs of routine business transactions b) improved quality of information flow c) reduced errors d) increased cycle time e) eliminated paper processing

d) increased cycle time

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

d) supply chain

_____ involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data. a) Reverse flows b) Reverse logistics c) Material flows d) Information flows e) Financial flows

e) Financial flows

_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers. a) Distribution b) Corporate c) Affiliate d) Intranet e) Procurement

e) Procurement

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.

a) Data consolidation and 360-degree view mean the same thing.

The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet? a) a company and its dealers, customers, and/or suppliers b) an industry's extranet c) joint venture d) B2B exchange e) B2C exchange

a) a company and its dealers, customers, and/or suppliers

The primary goal of extranets is to do which of the following? a) foster collaboration between and among business partners b) to provide security for corporate intranets c) to provide effective communications inside corporate intranets d) to enable corporate employees to view inventory information for their companies e) to enable business partners to better plan mergers and acquisitions

a) foster collaboration between and among business partners

Potential problems with on-demand CRM include all of the following except: a) increases costs for the organization b) vendor could prove unreliable c) difficult to modify hosted software d) may be difficult to integrate hosted software with existing software in the organization e) giving strategic data to a vendor is risky

a) increases costs for the organization

Returned products, recycled products, and disposal of materials or products are called: a) reverse flows b) returns c) material flows d) information flows e) financial flows

a) reverse flows

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: a) up-selling b) cross-selling c) bundling d) customer relationship management e) customer intimacy

a) up-selling

Which of the following is not a benefit of EDI? a) data entry errors are minimized b) length of messages is longer c) messages are secured d) fosters collaborative relationships e) reduced cycle time

b) length of messages is longer

Which of the following is the most important enabler of the 360-degree view of the customer across an organization? a) the organization's database b) the organization's data warehouse c) the organization's CRM systems d) the organization's collaborative CRM systems e) the organization's analytical CRM systems

b) the organization's data warehouse

The complete data on a customer is called: a) a profile b) a record c) a 360-degree view d) a file e) a consolidated customer map

c) a 360-degree view

The _____ is erratic shifts in orders up and down the supply chain. a) demand forecast effect b) supply forecast effect c) bullwhip effect d) inventory effect e) customer coordination effect

c) 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: a) up-selling b) cross-selling c) bundling d) customer relationship management e) customer intimacy

c) bundling

Distribution or dispersal takes place in which segment of the supply chain? a) upstream b) internal c) downstream d) external e) none of these

c) downstream

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

c) it has more functionality than in-house CRM systems

Trends that have led to the supply chain concept include all of the following except: a) modern organizations are focusing on their core competencies b) modern organizations are concentrating on becoming more agile and flexible c) modern organizations are buying their suppliers in order to have more transparency along the supply chain d) modern organizations are relying on other companies to supply necessary goods and services e) modern organizations are relying on an increasing number of suppliers

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

The sales, marketing, and service functions are part of: a) CRM b) analytical CRM c) operational CRM d) collaborative CRM e) transactional CRM

c) operational CRM

In the _____, the production process begins with a customer order. a) supply chain model b) inventory model c) pull model d) vertical integration model e) push model

c) pull model

A company's suppliers, suppliers' suppliers, and the processes for managing them is the: a) suppliers' chain b) external supply chain c) upstream portion of the supply chain d) downstream portion of the supply chain e) entire supply chain

c) 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: a) supply chain management b) demand chain management c) vendor-managed inventory d) enterprise resource planning inventory e) just-in-time inventory

c) vendor-managed inventory

Extranets use _____ technology to make communication over the Internet more secure. a) telepresence b) anti-malware c) virtual private network d) voice-over IP e) videoconferencing

c) virtual private network

Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except: a) people move from farms to cities b) consumers became mobile c) supermarkets and department stores proliferated d) customer relationship management systems were developed e) the Internet grew rapidly

d) customer relationship management systems were developed

Which of the following is not a problem along the supply chain? a) poor customer service b) high inventory costs c) loss of revenues d) decreased cycle times e) extra cost of expediting shipments

d) decreased cycle times

A company's organization and processes for distributing and delivering products to its final customers is the: a) suppliers' chain b) external supply chain c) upstream portion of the supply chain d) downstream portion of the supply chain e) entire supply chain

d) downstream portion of the supply chain

Which of the following is not a possible solution to supply chain problems? a) vertical integration b) building inventories c) information sharing d) horizontal integration e) the bullwhip effect

d) horizontal integration

The bullwhip effect comes from which of the following? a) poor demand forecast b) price fluctuations c) order batching d) rationing within the supply chain e) all of these

e) all of these