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BDC1 Chapter 8

Information for CRMs is captured from all customer touch-points, such as telephone, fax, email, the company’s website, retail stores and personal contact.
True
According to the text, the three enterprisewide operations: customer relationships, resource planning, and supply chain, all share one common goal: to increase profits.
False
According to the text, is easier than ever for customers to comparison-shop and, with a click of the mouse, to switch companies. As a result, customer relationships have become a company’s least valued asset.
True
In a survey of senior management satisfaction with 25 management tools, CRM ranked near top in satisfaction.
False
PRM applications apply many of the same tools used in CRM systems to enhance collaboration between a company and its business partners.
True
According to the textbook case, in the past at capital one and address change required to HR specialists to sign off on the change.
False
According to the textbook case, capital one ERP system is accessible to employees in some business partners through web portal.
True
According to the textbook case, Telefonica TSAI tapped into the sizable market of smaller businesses by offering free EDI service.
False
According to the text case, CVS’s store level consumption is monitored via Web extranets and then replenished to an agreed-upon service-level.
True
According to the textbook case, and web-based SCM allows modern plastics technology to monitor its customers needs on a real-time basis.
True
Blank relationships have become a company’s most valued asset.
Customer
According to the real world case, blank CRM files is/are preferable to blank CRM files.
A single customer master; multiple customer master
In major reason for the highway rate of failure or dissatisfaction with CRM initiatives is?
Lack of understanding and preparation
All of the following are examples of the business value of analytical CRM except?
Synchronizes customer interactions consistently across all channels
What do Microsoft, Coca-Cola, Cisco, Eli Lily, alcoa, and Nokia have in common?
They all implemented a transactional backbone called ERP
According to the textbook case, Colgate – Palmolive embarked on an implementation of SAP R/3 to accomplish all of the following except?
Reduce shipping time
When ERP systems can break down departmental and functional walls of business processes, it results in a more flexible organizational structure, managerial responsibilities, and work roles. This describes the key business benefit of?
Enterprise agility
The inter-relationships with suppliers, customers, distributors, and other businesses that are needed to design, build, and selling product make up a network of business entities, relationships, and processes called a blank?
Supply chain
Committing to delivery dates in real time is an outcome of the blank SCM function.
Collaborative fulfillment
Giving customers what they want, when and how they wanted, the lowest cost or the customer value goals of?
Supply chain management

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