Question 1

In an operational customer relationship management (CRM),marketing,sales,and support personnel see only current interactions with the customer depending on where it occurred within the organization.

Accepted Answer

A) True 
 B)False

Question 2

Supply chain management improves the coordination of suppliers,product or service production,and distribution.

Accepted Answer

A) True 
 B)False

Question 3

________ focuses on studying customer behavior and perceptions in order to provide the business intelligence necessary to identify new opportunities and to provide superior customer service.

Accepted Answer

A)   Analytical customer relationship management (CRM) 
B)   Sales force automation
C)   Operational customer relationship management (CRM) 
D)   Collaborative design automation
E)   Integrated customer relationship management (CRM) F) A) and B)
G) A) and C)

Question 4

The key use of the order promising module of supply chain management is to ________.

Accepted Answer

A)   work with partners across the supply network to improve accuracy of demand forecasts, reduce inventory buffers, and improve customer service
B)   monitor key performance indicators to assess performance across the supply chain
C)   manage logistics between company locations or from company to customers, taking into account transportation modes and constraints
D)   assign optimal safety stock and target stock levels in all inventories in the supply network
E)   provide answers to customer relationship management queries regarding product availability, costs, and delivery timesF) None of the above
G) C) and D)

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)   supply warehouse
B)   supply chain
C)   procurement
D)   demand chain
E)   value networkF) None of the above
G) A) and B)

Question 6

Which of the following statements is true about product flow,a key element of supply chain execution?

Accepted Answer

A)   It refers to the ability of tracking products as they move through the supply chain.
B)   It refers to the movement of information along the supply chain, such as order processing and delivery status updates.
C)   It refers to the movement of goods from the supplier to production, from production to distribution, and from distribution to the consumer.
D)   It tracks a one-way flow of products from producers to consumers but cannot process returns or customer refunds.
E)   It refers primarily to the movement of financial assets throughout the supply chain.F) C) and D)
G) A) and E)

Question 7

Rather than engaging in conversations with their customers,organizations need to start seeing customers as an audience.

Accepted Answer

A) True 
 B)False

Question 8

Sales force automation improves the effectiveness of the marketing function by providing an improved understanding of market conditions,competitors,and products.

Accepted Answer

A) True 
 B)False

Question 9

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 10

A collaborative customer relationship management system supports customer communication and collaboration with the entire organization,thus providing more streamlined customer service with fewer handoffs.

Accepted Answer

A) True 
 B)False

Question 11

Although radio frequency identification (RFID)tags contain more information than bar codes,they require time-consuming hand scanning.

Accepted Answer

A) True 
 B)False

Question 12

________ is an XML-based specification for publishing financial information.

Accepted Answer

A)   Extensible Rights Markup Language
B)   Extensible Application Markup Language
C)   Extensible Access Control Markup Language
D)   Extensible Business Reporting Language
E)   Enterprise Mashup Markup LanguageF) C) and D)
G) A) and C)

Question 13

In the context of business-to-business market places,the term ________ refer to the markets that comprise of firms operating within a certain industry sector.

Accepted Answer

A)   market segmentations
B)   share markets
C)   market paradigms
D)   horizontal markets
E)   vertical marketsF) A) and B)
G) A) and E)

Question 14

Which of the following is a main objective of customer relationship management applications focusing on downstream information flows?

Accepted Answer

A)   to track global spending on suppliers
B)   to encourage the bullwhip effect
C)   to develop demand forecasts
D)   to portray a positive corporate image
E)   to collaborate demand and production planningF) A) and E)
G) None of the above

Question 15

Which of the following examples portrays the 24/7/365 operation of a customer relationship management (CRM) system?

Accepted Answer

A)   Web-based interfaces that provide product information, sales status, support information, issue tracking, and so on
B)   enabling improved record keeping and efficient methods of capturing customer complaints that help to identify problems faster
C)   tracking customer behavior over time that helps to identify future opportunities for product and service offerings
D)   App-based technologies that remove information handoffs thereby 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 collaborativelyF) A) and B)
G) B) and E)

Question 16

________ is the first component of an operational customer relationship management system that supports a broad range of business processes,such as 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 supportF) A) and B)
G) B) and E)

Question 17

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 18

Which of the following portrays the individualized service benefit of a customer relationship management (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)   providing product information, sales status, support information, issue tracking, and so on
C)   integrating all information for all points of contact with the customers so that all who interact with customers have the same view and understand current issues
D)   providing integrated information which removes information handoffs thereby speeding both sales and support processes
E)   enabling improved record keeping and efficient methods of capturing customer complaints that help to identify and solve problems fasterF) C) and D)
G) D) and E)

Question 19

Describe the advantages of radio frequency identification (RFID)over standard bar code technologies.

Accepted Answer

RFID systems offer advantages over stand...

Question 20

Fen-phen was an anti-obesity medication that consisted of two drugs: fenfluramine and phentermine.Fenfluramine was initially marketed by American Home Products.It was shown to cause potentially fatal pulmonary hypertension and heart valve problems.This eventually led to the withdrawal of the product and legal damages of over $13 billion.This is an example of ________.

Accepted Answer

A)   a product recall
B)   lean manufacturing
C)   production control
D)   the bullwhip effect
E)   a green businessF) C) and E)
G) D) and E)

Exam 8: Strengthening Business-To-Business Relationships Via Supply Chain and Customer Relationship Management

Although radio frequency identification (RFID)tags contain more information than bar codes,they require time-consuming hand scanning.

Correct Answer
verified

Supply chain management improves the coordination of suppliers,product or service production,and distribution.

Correct Answer
verified

Describe the advantages of radio frequency identification (RFID)over standard bar code technologies.

Correct Answer
verified
RFID systems offer advantages over stand...
View Answer

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

Correct Answer
verified

Correct Answer
verified

Which of the following portrays the individualized service benefit of a customer relationship management (CRM) system?

Correct Answer
verified

A collaborative customer relationship management system supports customer communication and collaboration with the entire organization,thus providing more streamlined customer service with fewer handoffs.

Correct Answer
verified

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

Correct Answer
verified

Sales force automation improves the effectiveness of the marketing function by providing an improved understanding of market conditions,competitors,and products.

Correct Answer
verified

Which of the following is a main objective of customer relationship management applications focusing on downstream information flows?

Correct Answer
verified

Which of the following statements is true about product flow,a key element of supply chain execution?

Correct Answer
verified

The key use of the order promising module of supply chain management is to ________.

Correct Answer
verified

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

Correct Answer
verified

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.

Correct Answer
verified

In the context of business-to-business market places,the term ________ refer to the markets that comprise of firms operating within a certain industry sector.

Correct Answer
verified

________ is an XML-based specification for publishing financial information.

Correct Answer
verified

In an operational customer relationship management (CRM),marketing,sales,and support personnel see only current interactions with the customer depending on where it occurred within the organization.

Correct Answer
verified

Rather than engaging in conversations with their customers,organizations need to start seeing customers as an audience.

Correct Answer
verified

________ focuses on studying customer behavior and perceptions in order to provide the business intelligence necessary to identify new opportunities and to provide superior customer service.

Correct Answer
verified

Which of the following examples portrays the 24/7/365 operation of a customer relationship management (CRM) system?

Correct Answer
verified

Exam 8: Strengthening Business-To-Business Relationships Via Supply Chain and Customer Relationship Management

Although radio frequency identification (RFID)tags contain more information than bar codes,they require time-consuming hand scanning.

Correct AnswerverifiedShow Answer

Supply chain management improves the coordination of suppliers,product or service production,and distribution.

Correct AnswerverifiedShow Answer

Describe the advantages of radio frequency identification (RFID)over standard bar code technologies.

Correct AnswerverifiedRFID systems offer advantages over stand...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Which of the following portrays the individualized service benefit of a customer relationship management (CRM) system?

Correct AnswerverifiedShow Answer

A collaborative customer relationship management system supports customer communication and collaboration with the entire organization,thus providing more streamlined customer service with fewer handoffs.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Sales force automation improves the effectiveness of the marketing function by providing an improved understanding of market conditions,competitors,and products.

Correct AnswerverifiedShow Answer

Which of the following is a main objective of customer relationship management applications focusing on downstream information flows?

Correct AnswerverifiedShow Answer

Which of the following statements is true about product flow,a key element of supply chain execution?

Correct AnswerverifiedShow Answer

The key use of the order promising module of supply chain management is to ________.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

In the context of business-to-business market places,the term ________ refer to the markets that comprise of firms operating within a certain industry sector.

Correct AnswerverifiedShow Answer

________ is an XML-based specification for publishing financial information.

Correct AnswerverifiedShow Answer

In an operational customer relationship management (CRM),marketing,sales,and support personnel see only current interactions with the customer depending on where it occurred within the organization.

Correct AnswerverifiedShow Answer

Rather than engaging in conversations with their customers,organizations need to start seeing customers as an audience.

Correct AnswerverifiedShow Answer

________ focuses on studying customer behavior and perceptions in order to provide the business intelligence necessary to identify new opportunities and to provide superior customer service.

Correct AnswerverifiedShow Answer

Which of the following examples portrays the 24/7/365 operation of a customer relationship management (CRM) system?

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
RFID systems offer advantages over stand...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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