question

Customer service is anything that touches the customer. t/f

answer

true

question

Most organizations employ all six definitions of customer service in their order management process.t/f

answer

false

question

Customer relationship management is a new concept only recently receiving attention. t/f

answer

false

question

Firms today are beginning to use techniques such as activity-based costing to more accurately allocate costs to customers based on the specific costs of servicing a customer's orders relative to how, how much, what, and when a customer orders. t/f

answer

true

question

The identification of the product/service package for each customer segment is one of the easier activities in the CRM process. t/f

answer

false

question

Activity-based costing works well in warehouse-type environments but does not work for customer service applications. t/f

answer

false

question

With the proper information on how a customer's interaction with the shipper drives the firm's costs, the firm can then segment its customers by profitability. t/f

answer

true

question

"Order to cash" and "order cycle" are the same. t/f

answer

true

question

"Order to cash" and "replenishment cycle" are the same. t/f

answer

false

question

The buyer and seller look at order time from the same perspective. t/f

answer

false

question

Process D1: Deliver Stocked Product in the Supply Chain Council SCOR Model is the same as the OTC cycle model. t/f

answer

true

question

There are ten principal activities to the OTC model. t/f

answer

false

question

Reserve Inventory and Determine Delivery Date has traditionally been referred to as order processing. t/f

answer

true

question

A driving force behind the attention to OTC cycle variability is safety stock. The absolute length of the order cycle will influence demand inventory. t/f

answer

true

question

Customer service is of equal importance to both logistics and marketing. t/f

answer

true

question

From a marketing perspective, logistics customer service can be thought of as a feature of the augmented product that adds value for the customer. t/f

answer

true

question

Dependability is not as important to a buyer as is absolute length of lead time. t/f

answer

false

question

There are four types of communications that exist between a buyer and a seller t/f

answer

false

question

There are five logistics performance metrics from the buyer's point of view. t/f

answer

true

question

A stockout always results in a back order. t/f

answer

false

question

For the best service, all products should be available at all levels regardless of cost. t/f

answer

false

question

Customer service can be defined as

answer

anything that touches the customer

question

Customer relationship management is the art and science of

answer

positioning customers to improve the profitability of the org.

question

What are the steps in the CRM process?

answer

segment customer base, identify service/package, then measure service and improve

question

Activity Based Costing

answer

can be combined with customer segmentation

question

Traditional customer profitability analyses would start with ______ less returns and allowances (net sales) and subtract the cost of goods sold.

answer

gross sales

question

Those customers who are in the "Danger Zone" segment are

answer

the least profitable

question

Order management system represents the principal means by which

answer

buyers and sellers communicate info relating to individual orders of products

question

The term replenishment cycle refers to

answer

the acquisition of additional inventory

question

While interest has traditionally focused more on the overall length of the OTC cycle, recent attention has been centered on

answer

variability or consistency of this process

question

Applying Internet technology to the order management process has allowed organizations to not only take time out of the process but also to

answer

increase the velocity of cash back to the selling org.

question

The traditional role of customer service at the interface between marketing and logistics manifests itself through the ______ dimension of the marketing mix

answer

place

question

Which is NOT part of dependability?

answer

consistent pricing

question

The SCOR model provides suggested metrics

answer

across multiple dimensions for each of the five level one process

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