ISM 3013 Chapter 7 Review – Flashcards

Properly designed CRM systems provide a single, enterprise wide view of each customer -True -False

Whether forecasters overestimate or underestimate demand, the company still faces problems -True -False

Sourcing from external suppliers occurs in the upstream portion of the supply chain. -True -False

Over time, the customer relationship with vendors has become more personal. -True -False

Enterprise processes span an organization and support activities in multiple departments. -True -False

Returned products, recycled products, and disposal of materials or products are called: -reverse flows -returns -material flows -information flows -financial flows

_____ includes those areas where customers directly interact with the company. -CRM -Analytical CRM -Customer-facing CRM -Customer-touching CRM -Transactional CRM

Which of the following information systems minimizes data duplication among departments? -departmental information systems -workgroup information systems -personal information systems -enterprise information systems

Business process reengineering is the activity of altering existing and designing new business processes to take advantage of new information systems. -True -False

The real problem with interacting with customers over the Web is that the company does not have an opportunity to make a good first impression in person. -True -False

_____ are the physical products, raw materials, and supplies that flow along a supply chain. -Reverse flows -Reverse logistics -Material flows -Information flows -Financial flow

Which of the following workgroup processes is related to human resources? -lead tracking -customer support -assessment -order management

Open-source CRM software doesn't have as many features or functions as other proprietary software. -True -False

Which of the following conditions exist when data are isolated in separated information systems? -information overload -encapsulation -information silo -data segregation

_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process. -Inbound telesales -Outbound telesales -Sales team efforts -Sales force automation -The customer help desk