BDC1 Chapter 8 – Flashcards
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Information for CRMs is captured from all customer touch-points, such as telephone, fax, email, the company's website, retail stores and personal contact.
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True
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According to the text, the three enterprisewide operations: customer relationships, resource planning, and supply chain, all share one common goal: to increase profits.
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False
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According to the text, is easier than ever for customers to comparison-shop and, with a click of the mouse, to switch companies. As a result, customer relationships have become a company's least valued asset.
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True
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In a survey of senior management satisfaction with 25 management tools, CRM ranked near top in satisfaction.
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False
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PRM applications apply many of the same tools used in CRM systems to enhance collaboration between a company and its business partners.
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True
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According to the textbook case, in the past at capital one and address change required to HR specialists to sign off on the change.
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False
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According to the textbook case, capital one ERP system is accessible to employees in some business partners through web portal.
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True
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According to the textbook case, Telefonica TSAI tapped into the sizable market of smaller businesses by offering free EDI service.
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False
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According to the text case, CVS's store level consumption is monitored via Web extranets and then replenished to an agreed-upon service-level.
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True
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According to the textbook case, and web-based SCM allows modern plastics technology to monitor its customers needs on a real-time basis.
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True
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Blank relationships have become a company's most valued asset.
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Customer
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According to the real world case, blank CRM files is/are preferable to blank CRM files.
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A single customer master; multiple customer master
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In major reason for the highway rate of failure or dissatisfaction with CRM initiatives is?
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Lack of understanding and preparation
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All of the following are examples of the business value of analytical CRM except?
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Synchronizes customer interactions consistently across all channels
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What do Microsoft, Coca-Cola, Cisco, Eli Lily, alcoa, and Nokia have in common?
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They all implemented a transactional backbone called ERP
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According to the textbook case, Colgate - Palmolive embarked on an implementation of SAP R/3 to accomplish all of the following except?
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Reduce shipping time
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When ERP systems can break down departmental and functional walls of business processes, it results in a more flexible organizational structure, managerial responsibilities, and work roles. This describes the key business benefit of?
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Enterprise agility
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The inter-relationships with suppliers, customers, distributors, and other businesses that are needed to design, build, and selling product make up a network of business entities, relationships, and processes called a blank?
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Supply chain
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Committing to delivery dates in real time is an outcome of the blank SCM function.
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Collaborative fulfillment
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Giving customers what they want, when and how they wanted, the lowest cost or the customer value goals of?
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Supply chain management
