Question 1

Identify and describe the two types of customer relationship management applications.

Accepted Answer

Operational CRM and analytical CRM are t...

Question 2

What is social CRM and how is it being used?

Accepted Answer

Social CRM tools enable a business to co...

Question 3

A ________ is a method of interaction with a customer, such as telephone or customer service desk.

Accepted Answer

A)   point of presence
B)   touch point
C)   sales point
D)   client channel
E)   supply chainF) A) and B)
G) A) and E)

Question 4

________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.

Accepted Answer

A)   SCM
B)   SFA
C)   ERM
D)   PRM
E)   SCPF) A) and E)
G) B) and E)

Question 5

________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services.

Accepted Answer

A)   PRM
B)   SFA
C)   ERM
D)   CLTV
E)   Just-in-timeF) None of the above
G) B) and D)

Question 6

Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following except:

Accepted Answer

A)   reduce requisition-to-pay cycle times.
B)   reduce accounts payable transaction processing.
C)   centralize financial activities.
D)   centralize procurement activities.
E)   obtain lower prices for raw materials.F) B) and C)
G) C) and D)

Question 7

The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.

Accepted Answer

A) True 
 B)False

Question 8

Supply chain planning systems:

Accepted Answer

A)   track the physical status of goods.
B)   identify the transportation mode to use for product delivery.
C)   track the financial information involving all parties.
D)   track the status of orders.
E)   track the management of materials.F) B) and E)
G) A) and E)

Question 9

Supply chain management systems are a type of enterprise system.

Accepted Answer

A) True 
 B)False

Question 10

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.

Accepted Answer

A)   push; pull
B)   demand; continual
C)   upstream; downstream
D)   planning; execution
E)   external; internalF) A) and B)
G) A) and D)

Question 11

Operational CRM uses a customer data warehouse and tools to analyze customer data collected from the firm's customer touch points and from other sources.

Accepted Answer

A) True 
 B)False

Question 12

A supply chain driven by actual customer orders or purchases follows a ________ model.

Accepted Answer

A)   pull-based
B)   build-to-stock
C)   push-based
D)   replenishment-driven
E)   continuous deliveryF) C) and E)
G) A) and B)

Question 13

According to a 2014 survey of 192 companies conducted by Panorama Consulting Solutions, the average cost of an ERP project was:

Accepted Answer

A)   $280,000.
B)   $2.8 million.
C)   $28 million.
D)   $280 million.
E)   $2.8 billion.F) A) and B)
G) A) and C)

Question 14

The downstream portion of the supply chain includes retailers and customers.

Accepted Answer

A) True 
 B)False

Question 15

Marketing modules in CRM systems provide tools for all of the following except:

Accepted Answer

A)   assigning and managing customer service requests.
B)   capturing prospect and customer data.
C)   identifying profitable and unprofitable customers.
D)   qualifying leads.
E)   identifying opportunities for cross-selling.F) C) and E)
G) A) and B)

Question 16

Total supply chain costs in some industries approach 75 percent of the total operating budget.

Accepted Answer

A) True 
 B)False

Question 17

Supply chain execution systems provide all of the following functions except:

Accepted Answer

A)   generating demand forecasts for products.
B)   tracking the flow of finished goods.
C)   managing materials.
D)   managing warehouse operations.
E)   tracking financial information.F) C) and D)
G) B) and D)

Question 18

It is less expensive to sell a product to a new customer than to an existing customer.

Accepted Answer

A) True 
 B)False

Question 19

Operational CRM applications include tools for all of the following except:

Accepted Answer

A)   sales force automation.
B)   call center support.
C)   marketing automation.
D)   customer service support.
E)   calculating CLTV.F) A) and B)
G) A) and D)

Question 20

CRM systems help businesses achieve which of the following business objectives?

Accepted Answer

A)   Enhanced customer intimacy
B)   Automated production forecasts
C)   Faster time to market with new products and services
D)   Enhanced supplier intimacy
E)   Automated accounting processesF) D) and E)
G) A) and E)

Exam 9: Achieving Operational Excellence and Customer Intimacy:

________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services.

Correct AnswerverifiedShow Answer

What is social CRM and how is it being used?

Correct AnswerverifiedSocial CRM tools enable a business to co...View AnswerShow Answer

Total supply chain costs in some industries approach 75 percent of the total operating budget.

Correct AnswerverifiedShow Answer

Operational CRM uses a customer data warehouse and tools to analyze customer data collected from the firm's customer touch points and from other sources.

Correct AnswerverifiedShow Answer

CRM systems help businesses achieve which of the following business objectives?

Correct AnswerverifiedShow Answer

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.

Correct AnswerverifiedShow Answer

Operational CRM applications include tools for all of the following except:

Correct AnswerverifiedShow Answer

Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following except:

Correct AnswerverifiedShow Answer

According to a 2014 survey of 192 companies conducted by Panorama Consulting Solutions, the average cost of an ERP project was:

Correct AnswerverifiedShow Answer

A ________ is a method of interaction with a customer, such as telephone or customer service desk.

Correct AnswerverifiedShow Answer

The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.

Correct AnswerverifiedShow Answer

A supply chain driven by actual customer orders or purchases follows a ________ model.

Correct AnswerverifiedShow Answer

Marketing modules in CRM systems provide tools for all of the following except:

Correct AnswerverifiedShow Answer

Identify and describe the two types of customer relationship management applications.

Correct AnswerverifiedOperational CRM and analytical CRM are t...View AnswerShow Answer

Supply chain execution systems provide all of the following functions except:

Correct AnswerverifiedShow Answer

Supply chain planning systems:

Correct AnswerverifiedShow Answer

________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.

Correct AnswerverifiedShow Answer

Supply chain management systems are a type of enterprise system.

Correct AnswerverifiedShow Answer

It is less expensive to sell a product to a new customer than to an existing customer.

Correct AnswerverifiedShow Answer

The downstream portion of the supply chain includes retailers and customers.

Correct AnswerverifiedShow Answer

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Social CRM tools enable a business to co...
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Supply chain software can be classified as either supply chain systems or supply chain systems.

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Operational CRM and analytical CRM are t...
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