exam 3 MIS – chapter 11 CRM & SCM

question

T or F: A call center is a type of customer interaction center.
answer

true
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T or F: Companies use CRM systems to recreate the intimate personal relationship that once existed between them and their customers.
answer

true
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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.
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false
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T or F: All CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.
answer

true
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_____ analyzes customer data for designing and executing targeted marketing campaigns.
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analytical CRM
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T or F: Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.
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false
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T or F: The pull model is MOST closely associated with mass customization.
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true
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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
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T or F: Electronic data interchange does NOT help much in reducing paper
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false
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T or F: A demand chain refers to the flow of materials, information, money, and services from suppliers to the end customer.
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false
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T or F: Up-selling is the practice of marketing additional related products to customers based on previous purchases.
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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
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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
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T or F: When customers physically enter a store, it is an example of a customer touch point
answer

true
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T or F: The push model is MOST closely associated with mass production.
answer

true
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Which of the following is NOT a goal of supply chain management?
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-to increase cycle time -to reduce uncertainty along the supply chain -to decrease inventory levels -to improve customer service -to improve business processes
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The primary goal of extranets is to do what?
answer

foster collaboration between and among business partners
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_____ are the physical products, raw materials, and supplies that flow along a supply chain.
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material flows
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The flows in supply chains consist of what?
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-materials -information -finance
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Methods that organizations use to interact with their customers are called
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touch point
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A(n) _____ is software that helps companies acquire and retain customers.
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customer relationship management system
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The complete data set on a customer is called
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a 360-degree view.
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_____ includes those areas where customers directly interact with the company.
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Customer-facing CRM
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_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.
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Sales force automation
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_____ systems support the front-office business processes, which directly interact with customers.
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Operational CRM
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_____ systems analyze customer data for designing and executing targeted marketing campaigns.
answer

Analytical CRM
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Analytic CRM systems can be used for the following purposes
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-forecasting future profitability. -designing targeted marketing campaigns. -providing guidelines for future product development.
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_____ is a CRM system that is hosted by an external vendor in the vendor’s data center
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On-demand CRM
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____ is a CRM system that enables organizations to conduct communications related to customer management through portable media.
answer

mobile CRM
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The ___________ is comprised of a company’s suppliers, suppliers’ suppliers, and the processes for managing them.
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upstream segment of the supply chain
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Packaging, assembly, or manufacturing take place in the __________ segment of the supply chain.
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internal
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A company’s suppliers, suppliers’ suppliers, and the processes for managing them is the
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upstream portion of the supply chain.
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Problems along the supply chain include which of the following?
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-Increase cycle times -Loss of revenue -High inventory costs -Poor customer service
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The _____ is known as make-to-order.
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pull model
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The _____ is known as make-to-stock.
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push model
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T or F: The goal of SCM systems is to reduce friction along the supply chain.
answer

true
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_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.
answer

Procurement
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_____ portals automate the business processes involved in selling products from a single supplier to multiple buyers.
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Distribution
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T or F: Electronic data interchange is a communication standard that enables the electronic transfer of routine documents between business partners.
answer

true

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