Question 1

Interorganizational information systems result in all of the following except:

Accepted Answer

A)   reduced costs of routine business transactions
B)   improved quality of information flow
C)   reduced errors
D)   increased cycle time
E)   eliminated paper processing

Question 2

Over time, the customer relationship with vendors has become more personal.

Accepted Answer

A) True 
 B)False

Question 3

Trends that have led to the supply chain concept include all of the following except:

Accepted Answer

A)   modern organizations are focusing on their core competencies
B)   modern organizations are concentrating on becoming more agile and flexible
C)   modern organizations are buying their suppliers in order to have more transparency along the supply chain
D)   modern organizations are relying on other companies to supply necessary goods and services
E)   modern organizations are relying on an increasing number of suppliers

Question 4

Horizontal integration is a business strategy in which a company buys its suppliers.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following statements about loyalty programs is false?

Accepted Answer

A)   Loyalty programs work when there is a high frequency of repeat purchases.
B)   Loyalty programs work when there is not personal customization.
C)   The purpose of loyalty programs is to influence future behavior.
D)   The purpose of loyalty programs is to reward past behavior
E)   Loyalty programs are a customer-touching application.

Question 6

Refer to Closing Case - Information Technology Helps Cannondale Manage Its Complex Supply Chain: Which of the following was not one of Cannondale's objectives when evaluating IT solutions to their manufacturing system?

Accepted Answer

A)   Accurate parts flow
B)   Flexibility
C)   Timely reporting
D)   Shared data among all involved
E)   Web-based interface E

Question 7

Which of the following is not responsible for the bullwhip effect?

Accepted Answer

A)   poor demand forecast
B)   price fluctuations
C)   order batching
D)   rationing within the supply chain
E)   poor supply forecast

Question 8

Describe the various methods that companies use to solve problems along their supply chains.

Accepted Answer

The answer of Describe the various methods that companies use...

Question 9

Refer to Opening Case - The Next Step in CRM: Which of the following is false?

Accepted Answer

A)   Taste profiling is used to target ads wherever a person navigates online.
B)   Persuasion profiling develops strategies to advertise to individuals online..
C)   People respond to the same pitch across multiple domains.
D)   Persuasion profiling only works if the individual is aware of it.
E)   Micro-profiling isolates people from discoveries outside their usual interests.

Question 10

The most common solution to supply chain problems is building inventories.

Accepted Answer

A) True 
 B)False  True

Question 11

Which of the following is not a possible solution to supply chain problems?

Accepted Answer

A)   vertical integration
B)   building inventories
C)   information sharing
D)   horizontal integration
E)   the bullwhip effect D

Question 12

CRM systems focus on marketing to masses of people.

Accepted Answer

A) True 
 B)False

Question 13

Which of the follow statements is false about customer interaction centers (CIC) ?

Accepted Answer

A)   A call center is an example of a CIC.
B)   A Help Desk is an example of a CIC.
C)   In outboard telesales the sales person contacts the customer.
D)   In inboard telesales the customer calls the CIC.
E)   Live chat provides an advantage over telephone conversations.

Question 14

Describe why the customer - vendor relationship has become more impersonal.

Accepted Answer

The answer of Describe why the customer - vendor relationship...

Question 15

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

Accepted Answer

A)   Mobile CRM
B)   Analytical CRM
C)   Operational CRM
D)   On-demand CRM
E)   Customer-facing CRM

Question 16

_____ 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

Question 17

Which of the following is not a customer touch point?

Accepted Answer

A)   telephone contact
B)   e-mail
C)   Web sites
D)   customer visits to a store
E)   none of the above - all are touch points

Question 18

Differentiate between the pull model and the push model.

Accepted Answer

The answer of Differentiate between the pull model and the...

Question 19

The bullwhip effect comes from which of the following?

Accepted Answer

A)   poor demand forecast
B)   price fluctuations
C)   order batching
D)   rationing within the supply chain
E)   all of the above

Question 20

Today, customers are becoming increasingly powerful.

Accepted Answer

A) True 
 B)False

Exam 11: Customer Relationship Management and Supply Chain Management

Interorganizational information systems result in all of the following except:

Correct AnswerverifiedShow Answer

Over time, the customer relationship with vendors has become more personal.

Correct AnswerverifiedShow Answer

Trends that have led to the supply chain concept include all of the following except:

Correct AnswerverifiedShow Answer

Horizontal integration is a business strategy in which a company buys its suppliers.

Correct AnswerverifiedShow Answer

Which of the following statements about loyalty programs is false?

Correct AnswerverifiedShow Answer

Refer to Closing Case - Information Technology Helps Cannondale Manage Its Complex Supply Chain: Which of the following was not one of Cannondale's objectives when evaluating IT solutions to their manufacturing system?

Correct AnswerverifiedE

Which of the following is not responsible for the bullwhip effect?

Correct AnswerverifiedShow Answer

Describe the various methods that companies use to solve problems along their supply chains.

Correct AnswerverifiedShow Answer

Refer to Opening Case - The Next Step in CRM: Which of the following is false?

Correct AnswerverifiedShow Answer

The most common solution to supply chain problems is building inventories.

Correct AnswerverifiedTrue

Which of the following is not a possible solution to supply chain problems?

Correct AnswerverifiedD

CRM systems focus on marketing to masses of people.

Correct AnswerverifiedShow Answer

Which of the follow statements is false about customer interaction centers (CIC) ?

Correct AnswerverifiedShow Answer

Describe why the customer - vendor relationship has become more impersonal.

Correct AnswerverifiedShow Answer

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is not a customer touch point?

Correct AnswerverifiedShow Answer

Differentiate between the pull model and the push model.

Correct AnswerverifiedShow Answer

The bullwhip effect comes from which of the following?

Correct AnswerverifiedShow Answer

Today, customers are becoming increasingly powerful.

Correct AnswerverifiedShow Answer

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E

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True

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D

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