Exam 11: Customer Relationship Management and Supply Chain Management

Refer to IT's About Business 11.6: By creating manufacturing super centers, 3M was able to make its supply chain more efficient and achieve the following benefits: A. Reduce currency risk B. Reduce shipping costs C. Easier product customization D. Reduced cycle time E. All of the above Answer. C

Tweets can be used as customer touch points.

Describe the reasons that so many companies think mobile CRM is the CRM system of the future.

Refer to IT's About Business 11.2: Which of the following is true about the CRM system described in the case: A. It reduces the time customers spend on the phone B. It cuts labor related costs C. It helps predict frequent customer needs D. It increases the security of the hotel E. It reduces customer fallout. Answer. C

Refer to Opening Case - Customer Relationship Management in the Internet Age: Which of the following is false? A. Millions of people review products, services and companies on the Internet, so one bad review doesn't have a big impact B. Tweets containing certain words or brand names can be easily tracked down to the user C. Once a comment or review is made it online, it go viral and be easily seen by millions of people D. Social media like facebook, youtube and twitter can affect a company's reputation both positively and negatively E. All Statements are true Answer. A

Which of the following best describes CRM?

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. The supplier of Haya's ties is downstream in her supply chain.

Sourcing from external suppliers occurs in the upstream portion of the supply chain.

Explain why the concept of a customer relationship management system became necessary.

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. Which of the following should Haya focus on during her first month of operation?

Describe the various customer-facing applications in an organization.

Transactional CRM systems provide interactive communication with the customer throughout the organization.

In the past, customer data has been located all over the company, typically in the functional areas.

Refer to IT's About Business 11.7: Airbus is able to track all the items in its supply chain using A. GPS B. Infra-red scanners C. Weight sensors D. RFID E. All of the above Answer. D

Refer to IT's About Business 11.5 - Campus Quilts Partners with UPS to Manage Its Supply Chain: Which of the following statements is true?

Describe the three flows along a supply chain.

The sales, marketing, and service functions are part of:

A check-in kiosk at the airport would be what type of CRM application?

Refer to Closing Case - Cengage Uses Information Technology to Improve Warehouse Operations: The updated warehouse management system has created the following benefits?

A company's organization and processes for distributing and delivering products to its final customers is the: