Question 1

Social media applications enable consumers to interact with each other in various ways,greatly facilitating the spreading of information as well as misinformation.

Accepted Answer

A) True 
 B)False

Question 2

________ can be used just about anywhere a unique identification system might be needed,such as on clothing,pets,cars,keys,missiles,or manufactured parts.

Accepted Answer

A)  HTML tags 
B)  RFID tags 
C)  Spintronics 
D)  XML tags 
E)  High capacity color barcodes

Question 3

________ help create the mass e-mail marketing campaigns wherein each consumer receives an individualized e-mail based on their prior purchase history.

Accepted Answer

A)  Data warehouses 
B)  Operational CRM systems 
C)  Analytical CRM systems 
D)  Integrated CRM systems 
E)  Collaborative CRM systems

Question 4

Briefly describe the concept of portals in the context of supply chain management.

Accepted Answer

The answer of Briefly describe the concept of portals in...

Question 5

The term ________ is commonly used to refer to a collection of companies and processes involved in moving a product from the suppliers of raw materials to the customer.

Accepted Answer

A)  distribution resource planning 
B)  supply chain 
C)  procurement 
D)  demand chain 
E)  value network

Question 6

________ is the first component of an operational customer relationship management that supports a broad range of business processes,including tracking and managing customer history and preferences,account and contact management,and order processing and tracking.

Accepted Answer

A)  Enterprise marketing management 
B)  Sales force automation 
C)  Data warehousing 
D)  Execution management 
E)  Customer service and support

Question 7

Analytical CRM analyzes customer behavior and thus provides the business intelligence necessary to identify new opportunities and to provide superior customer service.

Accepted Answer

A) True 
 B)False

Question 8

Organizations that effectively utilize ________ can more easily customize marketing campaigns from the segment level to even the individual customer.

Accepted Answer

A)  operational CRM 
B)  integrated CRM 
C)  analytical CRM 
D)  collaborative CRM 
E)  sales force automation

Question 9

Using EMM tools can help integrate various promotional campaigns such that the right messages are sent to the right people through the right channels.

Accepted Answer

A) True 
 B)False

Question 10

Customer relationship management applications are commonly integrated with a comprehensive enterprise resource planning implementation to leverage internal and external information to better serve customers.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following examples portrays the 24/7/365 operation of a CRM system?

Accepted Answer

A)  Web-based interfaces that provide product information,sales status,support information,issue tracking,and so on 
B)  improved record keeping and efficient methods of capturing customer complaints that assist in identifying problems faster 
C)  tracking customer behavior over time that helps to identify future opportunities for product and service offerings 
D)  integrated information that removes information handoffs,speeding both sales and support processes 
E)  learning how each customer defines product and service quality so that customized product,pricing,and services can be designed or developed collaboratively

Question 12

Which of the following is the main objective of information systems that focus on improving supply chains?

Accepted Answer

A)  discouraging vendor-managed inventory systems 
B)  accelerating product development and innovation 
C)  discouraging sustainable production processes 
D)  decentralizing the organizations 
E)  encouraging the bullwhip effect

Question 13

Which of the following portrays the improved product development benefit of a CRM system?

Accepted Answer

A)  learning how each customer defines product and service quality so that customized product,pricing,and services can be designed or developed collaboratively 
B)  Web-based interfaces that provide product information,sales status,support information,issue tracking,and so on 
C)  integrated information that removes information handoffs,speeding both sales and support processes. 
D)  improved record keeping and efficient methods of capturing customer complaints that assist in identifying problems faster 
E)  tracking customer behavior over time that helps to identify future opportunities for product and service offerings

Question 14

Briefly describe analytical CRM systems.

Accepted Answer

The answer of Briefly describe analytical CRM systems....

Question 15

Lee's department store uses the every day low prices strategy.This strategy hinges upon the store's ability to obtain consumer goods at the cheapest possible price and pass these savings on to consumers.Lee's store also developed its own distribution network for supplying its retail outlets with consumer goods.This distribution network allowed them to cut out external suppliers and middlemen,further driving down business costs.This implies that the competitive strategy used by this store would most likely focus on ________.

Accepted Answer

A)  supply chain efficiency 
B)  supply chain visibility 
C)  supply chain effectiveness 
D)  operational CRM 
E)  analytical CRM

Question 16

________ is the extent to which a company's supply chain is focusing on minimizing procurement,production,and transportation costs,sometimes by sacrificing excellent customer service.

Accepted Answer

A)  Supply chain analytics 
B)  Supply chain effectiveness 
C)  Supply network collaboration 
D)  Supply chain efficiency 
E)  Supply chain visibility

Question 17

________ includes the systems used to enable customer interaction and service.

Accepted Answer

A)  Operational CRM 
B)  Integrated CRM 
C)  Collaborative CRM 
D)  A data warehouse 
E)  Analytical CRM

Question 18

Customer relationship management allows organizations to focus on driving revenue as well as on reducing costs,as opposed to emphasizing only cost cutting.

Accepted Answer

A) True 
 B)False

Question 19

Define the three primary components of a comprehensive CRM system.

Accepted Answer

The answer of Define the three primary components of a...

Question 20

Which of the following is a component of the analytical CRM system?

Accepted Answer

A)  enterprise marketing management 
B)  sales force automation 
C)  technologies to facilitate communication 
D)  data mining and visualization 
E)  customer service and support

Exam 8: Strengthening Business-to-Business Relationships via Supply Chain and Customer Relationship

Social media applications enable consumers to interact with each other in various ways,greatly facilitating the spreading of information as well as misinformation.

________ can be used just about anywhere a unique identification system might be needed,such as on clothing,pets,cars,keys,missiles,or manufactured parts.

________ help create the mass e-mail marketing campaigns wherein each consumer receives an individualized e-mail based on their prior purchase history.

Briefly describe the concept of portals in the context of supply chain management.

The term ________ is commonly used to refer to a collection of companies and processes involved in moving a product from the suppliers of raw materials to the customer.

________ is the first component of an operational customer relationship management that supports a broad range of business processes,including tracking and managing customer history and preferences,account and contact management,and order processing and tracking.

Analytical CRM analyzes customer behavior and thus provides the business intelligence necessary to identify new opportunities and to provide superior customer service.

Organizations that effectively utilize ________ can more easily customize marketing campaigns from the segment level to even the individual customer.

Using EMM tools can help integrate various promotional campaigns such that the right messages are sent to the right people through the right channels.

Customer relationship management applications are commonly integrated with a comprehensive enterprise resource planning implementation to leverage internal and external information to better serve customers.

Which of the following examples portrays the 24/7/365 operation of a CRM system?

Which of the following is the main objective of information systems that focus on improving supply chains?

Which of the following portrays the improved product development benefit of a CRM system?

Briefly describe analytical CRM systems.

________ is the extent to which a company's supply chain is focusing on minimizing procurement,production,and transportation costs,sometimes by sacrificing excellent customer service.

________ includes the systems used to enable customer interaction and service.

Customer relationship management allows organizations to focus on driving revenue as well as on reducing costs,as opposed to emphasizing only cost cutting.

Define the three primary components of a comprehensive CRM system.

Which of the following is a component of the analytical CRM system?