Question 1

What is an organisation performing when it asks questions such as: 'Which customers are at risk of leaving'?

Accepted Answer

A)   CRM reporting technologies
B)   CRM analysing technologies
C)   CRM processing technologies
D)   CRM predicting technologiesE) None of the above
F) A) and B)

Question 2

What takes information entered into a given system and sends it automatically to all downstream systems and processes?

Accepted Answer

A)   Forward integration
B)   Forward data interchange
C)   Backward integration
D)   Backward data interchangeE) C) and D)
F) None of the above

Question 3

'Why did sales not meet forecasts?' is an example of _________ technologies in CRM.

Accepted Answer

The answer of 'Why did sales not meet forecasts?' is...

Question 4

The primary difference between operational CRM and analytical CRM is the direct interaction between the organisation and its suppliers.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following ensures supply chain cohesion by automating the different activities of the supply chain?

Accepted Answer

A)   Bullwhip effect
B)   Demand planning systems
C)   Supply chain planning systems
D)   Supply chain execution systemsE) All of the above
F) C) and D)

Question 6

Which of the following is a common service CRM metric?

Accepted Answer

A)   Number of prospective customers
B)   Number of marketing campaigns
C)   Average time to resolution
D)   Revenue generated by marketing campaignsE) B) and D)
F) A) and B)

Question 7

Which of the following is not one of the three main links in the supply chain?

Accepted Answer

A)   Materials flow from suppliers and their 'downstream' suppliers at all levels
B)   Transformation of materials into semi-finished and finished products-the organisation's own production processes
C)   Distribution of products to customers and their 'downstream' customers at all levels
D)   None of the answers is correctE) B) and C)
F) All of the above

Question 8

A contact centre (or call centre) is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints.A contact centre is one of the best assets a customer driven organisation can have.Why?

Accepted Answer

A)   Contact centres can identify suppliers who are in desperate need of assistance
B)   Maintaining a high level of customer support is critical to obtaining and retaining customers
C)   Contact centres are the only place to find answers to questions or solutions to customer problems
D)   Most contact centres use analytical modelling technologies that provide business intelligenceE) B) and C)
F) All of the above

Question 9

What connects the plans,methods and tools aimed at integrating separate enterprise systems?

Accepted Answer

A)   Enterprise systems
B)   Enterprise application integration
C)   Middleware
D)   Enterprise application integration middlewareE) B) and C)
F) A) and D)

Question 10

Which of the below represents the bullwhip effect?

Accepted Answer

A)   Organisations know about employee events triggered downstream in the supply chain
B)   Customers receive distorted product demand information regarding sales information
C)   Distorted product-demand information ripples from one partner to the next throughout the supply chain
D)   The ability to view all areas up and down the supply chainE) B) and C)
F) C) and D)

Question 11

What provides enterprise-wide support and data access for a firm's operations and business processes?

Accepted Answer

A)   Enterprise systems
B)   Enterprise application integration
C)   Middleware
D)   Enterprise application integration middlewareE) A) and C)
F) A) and D)

Exam 9: Supply Chain Management and Customer Relationship Management

What connects the plans,methods and tools aimed at integrating separate enterprise systems?

Correct Answer
verified

What takes information entered into a given system and sends it automatically to all downstream systems and processes?

Correct Answer
verified

'Why did sales not meet forecasts?' is an example of _________ technologies in CRM.

Correct Answer
verified

Which of the below represents the bullwhip effect?

Correct Answer
verified

Which of the following ensures supply chain cohesion by automating the different activities of the supply chain?

Correct Answer
verified

Which of the following is a common service CRM metric?

Correct Answer
verified

A contact centre (or call centre) is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints.A contact centre is one of the best assets a customer driven organisation can have.Why?

Correct Answer
verified

What provides enterprise-wide support and data access for a firm's operations and business processes?

Correct Answer
verified

What is an organisation performing when it asks questions such as: 'Which customers are at risk of leaving'?

Correct Answer
verified

Which of the following is not one of the three main links in the supply chain?

Correct Answer
verified

The primary difference between operational CRM and analytical CRM is the direct interaction between the organisation and its suppliers.

Correct Answer
verified

Exam 9: Supply Chain Management and Customer Relationship Management

What connects the plans,methods and tools aimed at integrating separate enterprise systems?

Correct AnswerverifiedShow Answer

What takes information entered into a given system and sends it automatically to all downstream systems and processes?

Correct AnswerverifiedShow Answer

'Why did sales not meet forecasts?' is an example of _________ technologies in CRM.

Correct AnswerverifiedShow Answer

Which of the below represents the bullwhip effect?

Correct AnswerverifiedShow Answer

Which of the following ensures supply chain cohesion by automating the different activities of the supply chain?

Correct AnswerverifiedShow Answer

Which of the following is a common service CRM metric?

Correct AnswerverifiedShow Answer

A contact centre (or call centre) is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints.A contact centre is one of the best assets a customer driven organisation can have.Why?

Correct AnswerverifiedShow Answer

What provides enterprise-wide support and data access for a firm's operations and business processes?

Correct AnswerverifiedShow Answer

What is an organisation performing when it asks questions such as: 'Which customers are at risk of leaving'?

Correct AnswerverifiedShow Answer

Which of the following is not one of the three main links in the supply chain?

Correct AnswerverifiedShow Answer

The primary difference between operational CRM and analytical CRM is the direct interaction between the organisation and its suppliers.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified