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Exam 9: Customer Relationship Management and Supply Chain Management

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Question 31

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Mobile CRM systems are targeting customers through their portable devices such as smart phones.

A) True
B) False

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Question 32

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

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

F) C) and D)
G) A) and C)

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Question 33

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Customer-facing and customer-touching applications both involve directly interacting with the customers to solve their problems.

Sourcing from external suppliers occurs in the upstream portion of the supply chain.

Which of the following is an important enabler of CRM?

The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet?

It costs __________ times more to sell to a new customer than to sell to an existing one.

_____ are the physical products, raw materials, and supplies that flow along a supply chain.

Tweets can be used as customer touch points.

A _________ is a centralized office set up to receive and transmit a large volume of requests by telephone.

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 should Haya consider during her first month of operation?

Cannondale focuses on a make-to-order model.

The push model begins with a forecast.

_____ are simple tools for answering repetitive customer questions.

For purposes of efficiency, customer data are best stored in the functional areas of the organization.

Treating customers differently is a tenet of __________.

Collaborative CRM systems provide interaction with customers throughout the entire organization.

_________ are organizations that use the CIC to create a call list for the sales team, whose members contact sales prospects.

Sales force automation is a customer-facing application.

Which of the following is not a goal of supply chain management?