Question 1

In companies that have many separate divisions, it is most efficient for each division to maintain its own information system.

Accepted Answer

A) True 
 B)False

Question 2

Potential problems with on-demand CRM include all of the following except:

Accepted Answer

A)  increases costs for the organization 
B)  vendor could prove unreliable 
C)  difficult to modify hosted software 
D)  may be difficult to integrate hosted software with existing software in the organization 
E)  giving strategic data to a vendor is risky 
A)  increases costs for the organization 
B)  vendor could prove unreliable 
C)  difficult to modify hosted software 
D)  may be difficult to integrate hosted software with existing software in the organization 
E)  giving strategic data to a vendor is risky

Question 3

The _____ is erratic shifts in orders up and down the supply chain.

Accepted Answer

A)  demand forecast effect 
B)  supply forecast effect 
C)  bullwhip effect 
D)  inventory effect 
E)  customer coordination effect 
A)  demand forecast effect 
B)  supply forecast effect 
C)  bullwhip effect 
D)  inventory effect 
E)  customer coordination effect

Question 4

The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet?

Accepted Answer

A)  a company and its dealers, customers, and/or suppliers 
B)  an industry's extranet 
C)  joint venture 
D)  B2B exchange 
E)  B2C exchange 
A)  a company and its dealers, customers, and/or suppliers 
B)  an industry's extranet 
C)  joint venture 
D)  B2B exchange 
E)  B2C exchange

Question 5

Which of the following is an important enabler of CRM?

Accepted Answer

A)  recognizing that there are many customer touch points 
B)  recognizing the necessity of treating all customers the same 
C)  recognizing the need for sophisticated CRM information systems 
D)  recognizing the need for sophisticated customer databases 
E)  recognizing the need for a data warehouse 
A)  recognizing that there are many customer touch points 
B)  recognizing the necessity of treating all customers the same 
C)  recognizing the need for sophisticated CRM information systems 
D)  recognizing the need for sophisticated customer databases 
E)  recognizing the need for a data warehouse

Question 6

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Haya orders 40 ties in each of the school colors and 10 in each of four sports. Which of the following is true about Haya's supply chain?

Accepted Answer

A)  Haya is using a push model. 
B)  Haya is using a pull model. 
C)  Haya is experiencing the bull whip effect. 
D)  Haya has an accurate demand forecast. 
E)  None of the above are true. 
A)  Haya is using a push model. 
B)  Haya is using a pull model. 
C)  Haya is experiencing the bull whip effect. 
D)  Haya has an accurate demand forecast. 
E)  None of the above are true.

Question 7

_____ systems support the front-office business processes which directly interact with customers.

Accepted Answer

A)  CRM 
B)  Collaborative CRM 
C)  Operational CRM 
D)  Analytical CRM 
E)  Transactional CRM 
A)  CRM 
B)  Collaborative CRM 
C)  Operational CRM 
D)  Analytical CRM 
E)  Transactional CRM

Question 8

_____ includes those areas where customers directly interact with the company.

Accepted Answer

A)  CRM 
B)  Analytical CRM 
C)  Customer-facing CRM 
D)  Customer-touching CRM 
E)  Transactional CRM 
A)  CRM 
B)  Analytical CRM 
C)  Customer-facing CRM 
D)  Customer-touching CRM 
E)  Transactional CRM

Question 9

Describe vertical integration. How does this concept relate to supply chain management?

Accepted Answer

The answer of Describe vertical integration. How does this concept...

Question 10

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:

Accepted Answer

A)  up-selling 
B)  cross-selling 
C)  bundling 
D)  customer relationship management 
E)  customer intimacy 
A)  up-selling 
B)  cross-selling 
C)  bundling 
D)  customer relationship management 
E)  customer intimacy

Question 11

Which of the following is not a limitation of EDI?

Accepted Answer

A)  it is inflexible 
B)  business processes may have to be restructured 
C)  it is expensive, but ongoing operating costs are low 
D)  multiple EDI standards exist 
E)  it is difficult to make quick changes 
A)  it is inflexible 
B)  business processes may have to be restructured 
C)  it is expensive, but ongoing operating costs are low 
D)  multiple EDI standards exist 
E)  it is difficult to make quick changes

Question 12

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Haya knows she needs to manage her relationship with her supplier. Which of the following is true?

Accepted Answer

A)  Haya should invest in EDI software. 
B)  Haya can use the supplier's intranet to order. 
C)  Haya should give the supplier access to her VPN. 
D)  Haya can use the supplier's procurement portal to order. 
E)  Haya can use the supplier's extranet to check on her order. 
A)  Haya should invest in EDI software. 
B)  Haya can use the supplier's intranet to order. 
C)  Haya should give the supplier access to her VPN. 
D)  Haya can use the supplier's procurement portal to order. 
E)  Haya can use the supplier's extranet to check on her order.

Question 13

_____ are the physical products, raw materials, and supplies that flow along a supply chain.

Accepted Answer

A)  Reverse flows 
B)  Reverse logistics 
C)  Material flows 
D)  Information flows 
E)  Financial flows 
A)  Reverse flows 
B)  Reverse logistics 
C)  Material flows 
D)  Information flows 
E)  Financial flows

Question 14

The Internet-based extranet is much less costly than proprietary networks.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A)  Distribution 
B)  Corporate 
C)  Affiliate 
D)  Intranet 
E)  Procurement 
A)  Distribution 
B)  Corporate 
C)  Affiliate 
D)  Intranet 
E)  Procurement

Question 16

There are typically four flows in the supply chain: materials, information, returns, and financial.

Accepted Answer

A) True 
 B)False

Question 17

_____ is a sales strategy where the business person will provide to customers the opportunity to purchase higher-value related products.

Accepted Answer

A)  Bundling 
B)  Up-selling 
C)  Re-selling 
D)  Additional selling 
E)  Cross-selling 
A)  Bundling 
B)  Up-selling 
C)  Re-selling 
D)  Additional selling 
E)  Cross-selling

Question 18

Sales force automation is a customer-facing application.

Accepted Answer

A) True 
 B)False

Question 19

The push model begins with a forecast.

Accepted Answer

A) True 
 B)False

Question 20

Discuss the benefits of voice directed picking systems.

Accepted Answer

The answer of Discuss the benefits of voice directed picking...

In companies that have many separate divisions, it is most efficient for each division to maintain its own information system.

Potential problems with on-demand CRM include all of the following except:

The _____ is erratic shifts in orders up and down the supply chain.

The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet?

Which of the following is an important enabler of CRM?

_____ systems support the front-office business processes which directly interact with customers.

_____ includes those areas where customers directly interact with the company.

Describe vertical integration. How does this concept relate to supply chain management?

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:

Which of the following is not a limitation of EDI?

_____ are the physical products, raw materials, and supplies that flow along a supply chain.

The Internet-based extranet is much less costly than proprietary networks.

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

There are typically four flows in the supply chain: materials, information, returns, and financial.

_____ is a sales strategy where the business person will provide to customers the opportunity to purchase higher-value related products.

Sales force automation is a customer-facing application.

The push model begins with a forecast.

Discuss the benefits of voice directed picking systems.

Introduction to Information Systems

Organizational Strategy, Competitive Advantage, and Information Systems

Ethics and Privacy

Information Security

Data and Knowledge Management

Networks

E-Business and E-Commerce

Wireless, Mobile Computing, and Mobile Commerce

Social Computing

Enterprise Resource Planning Systems

Crm and Scm

Business Intelligence

Technology Guide 1 - Hardware

Technology Guide 2 - Software

Technology Guide 3 - Cloud Computing

Technology Guide 4 - Intelligent Systems

Filters

Exam 11: Customer Relationship Management and Supply Chain Management

In companies that have many separate divisions, it is most efficient for each division to maintain its own information system.

Potential problems with on-demand CRM include all of the following except:

The _____ is erratic shifts in orders up and down the supply chain.

The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet?

Which of the following is an important enabler of CRM?

_____ systems support the front-office business processes which directly interact with customers.

_____ includes those areas where customers directly interact with the company.

Describe vertical integration. How does this concept relate to supply chain management?

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:

Which of the following is not a limitation of EDI?

_____ are the physical products, raw materials, and supplies that flow along a supply chain.

The Internet-based extranet is much less costly than proprietary networks.

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

There are typically four flows in the supply chain: materials, information, returns, and financial.

_____ is a sales strategy where the business person will provide to customers the opportunity to purchase higher-value related products.

Sales force automation is a customer-facing application.

The push model begins with a forecast.

Discuss the benefits of voice directed picking systems.

Introduction to Information Systems

Organizational Strategy, Competitive Advantage, and Information Systems

Ethics and Privacy

Information Security

Data and Knowledge Management

Networks

E-Business and E-Commerce

Wireless, Mobile Computing, and Mobile Commerce

Social Computing

Enterprise Resource Planning Systems

Crm and Scm

Business Intelligence

Technology Guide 1 - Hardware

Technology Guide 2 - Software

Technology Guide 3 - Cloud Computing

Technology Guide 4 - Intelligent Systems

Filters