Question 1

Which of the following is not a benefit of EDI?

Accepted Answer

A)   data entry errors are minimized
B)   length of messages is longer
C)   messages are secured
D)   fosters collaborative relationships
E)   reduced cycle time

Question 2

Describe the supply chain of your university. Be sure to include all three segments.

Accepted Answer

The answer of Describe the supply chain of your university....

Question 3

Whether forecasters overestimate or underestimate demand, the company still faces problems.

Accepted Answer

A) True 
 B)False

Question 4

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:

Accepted Answer

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

Question 5

The complete data on a customer is called:

Accepted Answer

A)   a profile
B)   a record
C)   a 360-degree view
D)   a file
E)   a consolidated customer map C

Question 6

In the _____, the production process begins with a customer order.

Accepted Answer

A)   supply chain model
B)   inventory model
C)   pull model
D)   vertical integration model
E)   push model

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

Packaging and assembly take place in the downstream portion of the supply chain.

Accepted Answer

A) True 
 B)False

Question 9

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 E

Question 10

Which of the following statements is false?

Accepted Answer

A)   Data consolidation and 360-degree view mean the same thing.
B)   Data about customers in various functional areas was difficult to share.
C)   Collaborative CRM systems enable customers to provide direct feedback to the organization
D)   CRM systems use a data warehouse to make all customer data available to every unit of the business.
E)   Organizations can use blogs for customer input about their products and services.

Question 11

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 just-in-time inventory system.
B)   Haya is using a vendor-managed inventory.
C)   Haya is building inventories.
D)   Haya has vertical integration with her upstream supplier.
E)   Haya is using a pull model.

Question 12

_____ involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data.

Accepted Answer

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

Question 13

Which of the following is not a problem along the supply chain?

Accepted Answer

A)   poor customer service
B)   high inventory costs
C)   loss of revenues
D)   decreased cycle times
E)   extra cost of expediting shipments

Question 14

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 customer touch points will give Haya the most information after her first weekend of selling?

Accepted Answer

A)   Communication she sends via smart phones.
B)   She should build a web site before she begins to sell on campus.
C)   She should send an Email to all students on campus.
D)   She should put a flyer in every mail box on campus.
E)   Actual physical interactions when customers visit her store

Question 15

Extranets use _____ technology to make communication over the Internet more secure.

Accepted Answer

A)   telepresence
B)   anti-malware
C)   virtual private network
D)   voice-over IP
E)   videoconferencing

Question 16

In the _____, the production process begins with a forecast.

Accepted Answer

A)   supply chain model
B)   inventory model
C)   pull model
D)   vertical integration model
E)   push model

Question 17

CRM systems focus on marketing to masses of people.

Accepted Answer

A) True 
 B)False

Question 18

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 19

Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:

Accepted Answer

A)   people move from farms to cities
B)   consumers became mobile
C)   supermarkets and department stores proliferated
D)   customer relationship management systems were developed
E)   the Internet grew rapidly D

Question 20

What are the problems associated with on-demand CRM?

Accepted Answer

The answer of What are the problems associated with on-demand...

Exam 11: Customer Relationship Management and Supply Chain Management

Which of the following is not a benefit of EDI?

Correct Answer
verified

Describe the supply chain of your university. Be sure to include all three segments.

Correct Answer
verified

Whether forecasters overestimate or underestimate demand, the company still faces problems.

Correct Answer
verified

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:

Correct Answer
verified

The complete data on a customer is called:

Correct Answer
verified
C

In the _____, the production process begins with a customer order.

Correct Answer
verified

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

Correct Answer
verified

Packaging and assembly take place in the downstream portion of the supply chain.

Correct Answer
verified

Which of the following is not a customer touch point?

Correct Answer
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E

Which of the following statements is false?

Correct Answer
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Correct Answer
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_____ involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data.

Correct Answer
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Which of the following is not a problem along the supply chain?

Correct Answer
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Correct Answer
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Extranets use _____ technology to make communication over the Internet more secure.

Correct Answer
verified

In the _____, the production process begins with a forecast.

Correct Answer
verified

CRM systems focus on marketing to masses of people.

Correct Answer
verified

The bullwhip effect comes from which of the following?

Correct Answer
verified

Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:

Correct Answer
verified
D

What are the problems associated with on-demand CRM?

Correct Answer
verified

Exam 11: Customer Relationship Management and Supply Chain Management

Which of the following is not a benefit of EDI?

Correct AnswerverifiedShow Answer

Describe the supply chain of your university. Be sure to include all three segments.

Correct AnswerverifiedShow Answer

Whether forecasters overestimate or underestimate demand, the company still faces problems.

Correct AnswerverifiedShow Answer

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:

Correct AnswerverifiedShow Answer

The complete data on a customer is called:

Correct AnswerverifiedC

In the _____, the production process begins with a customer order.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Packaging and assembly take place in the downstream portion of the supply chain.

Correct AnswerverifiedShow Answer

Which of the following is not a customer touch point?

Correct AnswerverifiedE

Which of the following statements is false?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

_____ involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data.

Correct AnswerverifiedShow Answer

Which of the following is not a problem along the supply chain?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Extranets use _____ technology to make communication over the Internet more secure.

Correct AnswerverifiedShow Answer

In the _____, the production process begins with a forecast.

Correct AnswerverifiedShow Answer

CRM systems focus on marketing to masses of people.

Correct AnswerverifiedShow Answer

The bullwhip effect comes from which of the following?

Correct AnswerverifiedShow Answer

Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:

Correct AnswerverifiedD

What are the problems associated with on-demand CRM?

Correct AnswerverifiedShow Answer

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C

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E

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D

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