MIS 300 Chapter 11
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Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:
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customer relationship management systems were developed
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Which of the following best describes CRM?
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a way of thinking and acting
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Which of the following is an important enabler of CRM?
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recognizing that there are many customer touch points
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Which of the following is not a customer touch point?
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none of the above - all are touch points
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The complete data on a customer is called:
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a 360-degree view
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Which of the following is the most important enabler of the 360 degree view of the customer across an organization?
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the organization's data warehouse
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Which of the following statements is false?
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Data consolidation and 360-degree view mean the same thing.
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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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_____ includes those areas where customers directly interact with the company.
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Customer-facing CRM
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Which of the follow statements is false about customer interaction centers (CIC)?
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In inboard telesales the customer calls the CIC.
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The sales, marketing, and service functions are part of:
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operational CRM
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In _____, company representatives use multiple communication channels to support the communications preferences of customers.
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customer interaction centers
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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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____ is the practice of marketing additional related products to customers based on a previous purchase.
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Cross-selling
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AT&T 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:
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bundling
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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:
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up-selling
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_____ is a sales strategy where the business person will provide to customers the opportunity to purchase higher-value related products.
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Up-selling
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_____ is a form of _____.
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Bundling, cross-selling
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A check-in kiosk at the airport would be what type of CRM application?
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Customer touching
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_____ are simple tools for answering repetitive customer questions.
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Frequently asked questions
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Which of the following statements about loyalty programs is false?
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The purpose of loyalty programs is to reward past behavior
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_____ systems study customer behavior and perceptions to provide business intelligence.
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Analytical CRM
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____ creates statistical models of customer behavior and the value of customer relationships over time.
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Analytical CRM
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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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Potential problems with on-demand CRM include all of the following except:
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increases costs for the organization
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The benefits of open-source CRM include all of the following except:
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it has more functionality than in-house CRM systems
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Trends that have led to the supply chain concept include all of the following except:
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modern organizations are buying their suppliers in order to have more transparency along the supply chain
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_____ 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.
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Supply chain visibility
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_____ is the time between the receipt of incoming goods and the dispatch of finished, outbound products.
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Inventory velocity
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A(n) _____ refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses to the end customers.
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supply chain
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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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Packaging, assembly, or manufacturing take place in which segment of the supply chain?
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internal
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A company's organization and processes for distributing and delivering products to its final customers is the:
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downstream portion of the supply chain
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Distribution or dispersal takes place in which segment of the supply chain?
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downstream
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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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Returned products, recycled products, and disposal of materials or products are called:
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reverse flows
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_____ involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data.
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Financial flows
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Which of the following is not a goal of supply chain management?
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to increase cycle time
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Interorganizational information systems result in all of the following except:
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increased cycle time
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In the _____, the production process begins with a forecast.
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push model
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In the _____, the production process begins with a customer order.
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pull model
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Which of the following is not a problem along the supply chain?
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decreased cycle times
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The _____ is erratic shifts in orders up and down the supply chain.
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bullwhip effect
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The bullwhip effect comes from which of the following?
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all of the above
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Which of the following is not responsible for the bullwhip effect?
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poor supply forecast
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Which of the following is not a possible solution to supply chain problems?
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horizontal integration
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Which of the following is not a benefit of EDI?
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length of messages is longer
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Which of the following is not a limitation of EDI?
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it is expensive, but ongoing operating costs are low
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The primary goal of extranets is to do which of the following?
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foster collaboration between and among business partners
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Extranets use _____ technology to make communication over the Internet more secure.
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virtual private network
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The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet?
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a company and its dealers, customers, and/or suppliers
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_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.
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Procurement
