exam 3 MIS – chapter 11 CRM & SCM – Flashcards
Unlock all answers in this set
Unlock answersquestion
T or F: A call center is a type of customer interaction center.
answer
true
question
T or F: Companies use CRM systems to recreate the intimate personal relationship that once existed between them and their customers.
answer
true
question
T or F: The basic idea behind CRM is to treat all customers in exactly the same way and give them the same great service.
answer
false
question
T or F: All CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.
answer
true
question
_____ analyzes customer data for designing and executing targeted marketing campaigns.
answer
analytical CRM
question
T or F: Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.
answer
false
question
T or F: The pull model is MOST closely associated with mass customization.
answer
true
question
T or F: In the downstream segment of the supply chain, managers coordinate the receipt of orders from customers, develop a network of warehouses, select carriers to deliver their products to customers, and develop invoicing systems to receive payments from customers.
answer
true
question
T or F: Electronic data interchange does NOT help much in reducing paper
answer
false
question
T or F: A demand chain refers to the flow of materials, information, money, and services from suppliers to the end customer.
answer
false
question
T or F: Up-selling is the practice of marketing additional related products to customers based on previous purchases.
answer
false
question
A check-in kiosk at the airport would be what type of CRM application?
answer
customer touching
question
Which of the following statements concerning CRM is NOT TRUE?
answer
-CRM is designed for companies to interact with their customers as a group. -CRM builds sustainable long-term relationships with customers. -CRM helps companies acquire new customers. -CRMs help keep repeat customers
question
T or F: The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.
answer
true
question
T or F: When customers physically enter a store, it is an example of a customer touch point
answer
true
question
T or F: The push model is MOST closely associated with mass production.
answer
true
question
Which of the following is NOT a goal of supply chain management?
answer
-to increase cycle time -to reduce uncertainty along the supply chain -to decrease inventory levels -to improve customer service -to improve business processes
question
The primary goal of extranets is to do what?
answer
foster collaboration between and among business partners
question
_____ are the physical products, raw materials, and supplies that flow along a supply chain.
answer
material flows
question
The flows in supply chains consist of what?
answer
-materials -information -finance
question
Methods that organizations use to interact with their customers are called
answer
touch point
question
A(n) _____ is software that helps companies acquire and retain customers.
answer
customer relationship management system
question
The complete data set on a customer is called
answer
a 360-degree view.
question
_____ includes those areas where customers directly interact with the company.
answer
Customer-facing CRM
question
_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.
answer
Sales force automation
question
_____ systems support the front-office business processes, which directly interact with customers.
answer
Operational CRM
question
_____ systems analyze customer data for designing and executing targeted marketing campaigns.
answer
Analytical CRM
question
Analytic CRM systems can be used for the following purposes
answer
-forecasting future profitability. -designing targeted marketing campaigns. -providing guidelines for future product development.
question
_____ is a CRM system that is hosted by an external vendor in the vendor's data center
answer
On-demand CRM
question
____ is a CRM system that enables organizations to conduct communications related to customer management through portable media.
answer
mobile CRM
question
The ___________ is comprised of a company's suppliers, suppliers' suppliers, and the processes for managing them.
answer
upstream segment of the supply chain
question
Packaging, assembly, or manufacturing take place in the __________ segment of the supply chain.
answer
internal
question
A company's suppliers, suppliers' suppliers, and the processes for managing them is the
answer
upstream portion of the supply chain.
question
Problems along the supply chain include which of the following?
answer
-Increase cycle times -Loss of revenue -High inventory costs -Poor customer service
question
The _____ is known as make-to-order.
answer
pull model
question
The _____ is known as make-to-stock.
answer
push model
question
T or F: The goal of SCM systems is to reduce friction along the supply chain.
answer
true
question
_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.
answer
Procurement
question
_____ portals automate the business processes involved in selling products from a single supplier to multiple buyers.
answer
Distribution
question
T or F: Electronic data interchange is a communication standard that enables the electronic transfer of routine documents between business partners.
answer
true
