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exam 3 MIS – chapter 11 CRM & SCM

T or F: A call center is a type of customer interaction center.
true
T or F: Companies use CRM systems to recreate the intimate personal relationship that once existed between them and their customers.
true
T or F: The basic idea behind CRM is to treat all customers in exactly the same way and give them the same great service.
false
T or F: All CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.
true
_____ analyzes customer data for designing and executing targeted marketing campaigns.
analytical CRM
T or F: Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.
false
T or F: The pull model is MOST closely associated with mass customization.
true
T or F: In the downstream segment of the supply chain, managers coordinate the receipt of orders from customers, develop a network of warehouses, select carriers to deliver their products to customers, and develop invoicing systems to receive payments from customers.
true
T or F: Electronic data interchange does NOT help much in reducing paper
false
T or F: A demand chain refers to the flow of materials, information, money, and services from suppliers to the end customer.
false
T or F: Up-selling is the practice of marketing additional related products to customers based on previous purchases.
false
A check-in kiosk at the airport would be what type of CRM application?
customer touching
Which of the following statements concerning CRM is NOT TRUE?
-CRM is designed for companies to interact with their customers as a group.

-CRM builds sustainable long-term relationships with customers.
-CRM helps companies acquire new customers.
-CRMs help keep repeat customers

T or F: The optimal result of an organization’s CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.
true
T or F: When customers physically enter a store, it is an example of a customer touch point
true
T or F: The push model is MOST closely associated with mass production.
true
Which of the following is NOT a goal of supply chain management?
-to increase cycle time

-to reduce uncertainty along the supply chain
-to decrease inventory levels
-to improve customer service
-to improve business processes

The primary goal of extranets is to do what?
foster collaboration between and among business partners
_____ are the physical products, raw materials, and supplies that flow along a supply chain.
material flows
The flows in supply chains consist of what?
-materials
-information
-finance
Methods that organizations use to interact with their customers are called
touch point
A(n) _____ is software that helps companies acquire and retain customers.
customer relationship management system
The complete data set on a customer is called
a 360-degree view.
_____ includes those areas where customers directly interact with the company.
Customer-facing CRM
_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.
Sales force automation
_____ systems support the front-office business processes, which directly interact with customers.
Operational CRM
_____ systems analyze customer data for designing and executing targeted marketing campaigns.
Analytical CRM
Analytic CRM systems can be used for the following purposes
-forecasting future profitability.
-designing targeted marketing campaigns.
-providing guidelines for future product development.
_____ is a CRM system that is hosted by an external vendor in the vendor’s data center
On-demand CRM
____ is a CRM system that enables organizations to conduct communications related to customer management through portable media.
mobile CRM
The ___________ is comprised of a company’s suppliers, suppliers’ suppliers, and the processes for managing them.
upstream segment of the supply chain
Packaging, assembly, or manufacturing take place in the __________ segment of the supply chain.
internal
A company’s suppliers, suppliers’ suppliers, and the processes for managing them is the
upstream portion of the supply chain.
Problems along the supply chain include which of the following?
-Increase cycle times
-Loss of revenue
-High inventory costs
-Poor customer service
The _____ is known as make-to-order.
pull model
The _____ is known as make-to-stock.
push model
T or F: The goal of SCM systems is to reduce friction along the supply chain.
true
_____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.
Procurement
_____ portals automate the business processes involved in selling products from a single supplier to multiple buyers.
Distribution
T or F: Electronic data interchange is a communication standard that enables the electronic transfer of routine documents between business partners.
true

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