ITMG chapter eleven – Flashcards
Unlock all answers in this set
Unlock answersquestion
The complete data set on a customer is called:
answer
a 360-degree view
question
_____ systems support the front-office business processes, which directly interact with customers.
answer
Operational CRM
question
The sales, marketing, and service functions are part of:
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 except:
answer
Delivering future product information to customers
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
Which of the following is not a goal of supply chain management?
answer
to increase cycle time
question
The _____ is known as make-to-order.
answer
pull model
question
The _____ is known as make-to-stock.
answer
push model
question
_____ portals automate the business processes involved in selling products from a single supplier to multiple buyers.
answer
Distribution
question
_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.
answer
Procurement
question
The primary goal of extranets is to do which of the following?
answer
foster collaboration between and among business partners
question
The advantages of the RapidRespone CRM system to Cannondale include:
answer
Faster response to customers
question
_____ includes those areas where customers directly interact with the company.
answer
Customer-facing CRM
question
In _____, company representatives use multiple communication channels to support the communications preferences of customers.
answer
customer interaction centers
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
_____ is the practice of marketing additional related products to customers based on a previous purchase.
answer
Cross-selling
question
AT 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:
answer
bundling
question
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:
answer
up-selling
question
_____ is a sales strategy where the business person will provide to customers the opportunity to purchase higher-value related products.
answer
Up-selling
question
_____ is a form of _____.
answer
Bundling, cross-selling
question
A check-in kiosk at the airport would be what type of CRM application?
answer
Customer touching
question
___ are simple tools for answering repetitive customer questions.
answer
Frequently asked questions
question
____ systems study customer behavior and perceptions to provide business intelligence.
answer
Analytical CRM
question
____ creates statistical models of customer behavior and the value of customer relationships over time.
answer
Analytical CRM
question
____ is a CRM system that is hosted by an external vendor in the vendor's data center.
answer
On-demand CRM
question
The benefits of open-source CRM include all of the following except:
answer
it has more functionality than in-house CRM systems
question
_____ 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.
answer
Supply chain visibility
question
___________ profiling means you received specialized search results that conform to your pre-existing thoughts, tastes, and interests.
answer
Micro-
question
The main reason Charles Mack and his son chose Infusionsoft was to ___________.
answer
reduce their paperwork so they could focus on customer relationship-building
question
Customer churn addresses customer ___________
answer
loyalty
question
_____________ is used to provide effective and efficient interactive communication with the customer throughout the entire organization
answer
Collaborative CRM system
question
P.F. Chang's China Bistro relies on _________ to follow its customers.
answer
Twitter
question
Customer-_________ applications involve customers interacting with computers rather than customer service representatives
answer
touching
question
_______ is the marketing of additional related products to customers based on a previous purchase.
answer
Cross-selling
question
Analytical CRM systems ____________ operational CRM systems
answer
receive data from
question
Which of the following is an example of an analytical CRM system?
answer
Business intelligence
question
Which of the following is another example of an analytical CRM system?
answer
OLAP
question
Utility computing is also known as a(n) ____________.
answer
on-demand CRM system
question
McKesson Specialty wanted a CRM system to perform which of the following functions?
answer
Track reported problems, inconsistent processes, and resolution time.
question
The Hard Rock Hotel and Casino designed a(n) ___________ to address common problems associated with ordering a drink.
answer
mobile CRM solution
question
A retailer is an example of a ____________ component of supply chain management.
answer
Downstream
question
_________ flows involve money transfers, payments, and credit-related data.
answer
Financial
