Question 1

Why is CRM one of the most valuable assets a company can acquire?

Accepted Answer

A)   Since organisations have not been successful in implementing SCM systems,they have turned their resources towards CRM
B)   CRM has proven to increase customer loyalty and retention and an organisation's profitability
C)   It is easy for a company to steal their competitors loyal and devoted customers; therefore,companies need a viable process for targeting competitors' customers
D)   Without CRM,it is impossible to effectively manage or cross-sell products to customersE) B) and C)
F) None of the above

Question 2

Which of the following operational CRM technologies does the sales department typically use?

Accepted Answer

A)   Campaign management,contact management,opportunity management
B)   Sales management,contact management,contact centre
C)   Sales management,call scripting,opportunity management
D)   Sales management,contact management,opportunity managementE) None of the above
F) A) and C)

Question 3

What is a current or existing system that can become the base for upgrading or integrating with a new system?

Accepted Answer

A)   Legitimate system
B)   Legacy system
C)   List generator system
D)   All of the answers are correctE) A) and B)
F) A) and C)

Question 4

A _________ system is a current or existing system that becomes the base for upgrading or integrating with a new system.

Accepted Answer

The answer of A _________ system is a current or...

Question 5

What can effective and efficient supply chain management systems enable an organisation to accomplish?

Accepted Answer

A)   Increase the power of its buyers
B)   Increase its supplier power
C)   Increase switching costs to increase the threat of substitute products or services
D)   All of the answers are correctE) A) and C)
F) None of the above

Question 6

What supports backoffice operations and strategic analysis and includes all systems that do not deal directly with the customers?

Accepted Answer

A)   Analytical CRM
B)   Operational CRM
C)   Website personalisation
D)   All of the answers are correctE) All of the above
F) B) and D)

Question 7

A _________ integration takes information entered into a given system and sends it automatically to all upstream systems and processes.

Accepted Answer

The answer of A _________ integration takes information entered into...

Question 8

The customers' customer is upstream in the supply chain.

Accepted Answer

A) True 
 B)False

Question 9

Where would you find the customers' customer in a typical supply chain?

Accepted Answer

A)   Upstream
B)   Downstream
C)   In the middle
D)   Not in the supply chainE) B) and D)
F) B) and C)

Question 10

What made-to-order views can analytical CRM tools 'slice-and-dice' customer information into?

Accepted Answer

A)   Customer value
B)   Customer spending
C)   Customer segmentation
D)   All of the answers are correctE) A) and B)
F) B) and C)

Question 11

Where would you find the manufacturer and distributor in a typical supply chain?

Accepted Answer

A)   Upstream
B)   Downstream
C)   In the middle
D)   Not in the supply chainE) C) and D)
F) A) and B)

Question 12

What provides web-based self-service tools that streamline and automate the human resource department?

Accepted Answer

A)   Supplier relationship management
B)   Partner relationship management
C)   Employee relationship management
D)   None of the answers is correctE) B) and D)
F) A) and D)

Question 13

What are several different types of software that sit between and provide connectivity for two or more software applications?

Accepted Answer

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

Question 14

Which of the following represents operational CRM?

Accepted Answer

A)   Supports traditional transactional processing
B)   Supports day-to-day front-office operations
C)   Supports operations that deal directly with the customers
D)   All of the answers are correctE) A) and C)
F) B) and C)

Question 15

Where would you find the suppliers' suppler in a typical supply chain?

Accepted Answer

A)   Upstream
B)   Downstream
C)   In the middle
D)   Not in the supply chainE) A) and B)
F) A) and C)

Question 16

An organisation can find its most valuable customers by using a formula that industry insiders call recency,______________ and monetary value.

Accepted Answer

The answer of An organisation can find its most valuable...

Question 17

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?

Accepted Answer

A)   Supplier relationship management
B)   Partner relationship management
C)   Employee relationship management
D)   None of the answers is correctE) A) and B)
F) None of the above

Question 18

What is it called when distorted product-demand information ripples from one partner to the next throughout the supply chain?

Accepted Answer

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

Question 19

Collaborative ______________ reduces product development costs.

Accepted Answer

The answer of Collaborative ______________ reduces product development costs....

Question 20

What does supply chain management involve?

Accepted Answer

A)   The management of production material flows between and among stages in a supply chain to maximise total supply chain efficiency
B)   The management of information flows between and among stages in a supply chain to maximise total supply chain costs
C)   The management of information flows between and among activities in a supply chain to maximise total supply chain effectiveness and corporate profitability
D)   None of the answers is correctE) A) and B)
F) A) and C)

Exam 9: Supply Chain Management and Customer Relationship Management

A _________ integration takes information entered into a given system and sends it automatically to all upstream systems and processes.

Correct AnswerverifiedShow Answer

Why is CRM one of the most valuable assets a company can acquire?

Correct AnswerverifiedShow Answer

What is it called when distorted product-demand information ripples from one partner to the next throughout the supply chain?

Correct AnswerverifiedShow Answer

What supports backoffice operations and strategic analysis and includes all systems that do not deal directly with the customers?

Correct AnswerverifiedShow Answer

What provides web-based self-service tools that streamline and automate the human resource department?

Correct AnswerverifiedShow Answer

The customers' customer is upstream in the supply chain.

Correct AnswerverifiedShow Answer

What is a current or existing system that can become the base for upgrading or integrating with a new system?

Correct AnswerverifiedShow Answer

What does supply chain management involve?

Correct AnswerverifiedShow Answer

Where would you find the customers' customer in a typical supply chain?

Correct AnswerverifiedShow Answer

Collaborative ______________ reduces product development costs.

Correct AnswerverifiedShow Answer

What made-to-order views can analytical CRM tools 'slice-and-dice' customer information into?

Correct AnswerverifiedShow Answer

What can effective and efficient supply chain management systems enable an organisation to accomplish?

Correct AnswerverifiedShow Answer

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?

Correct AnswerverifiedShow Answer

A _________ system is a current or existing system that becomes the base for upgrading or integrating with a new system.

Correct AnswerverifiedShow Answer

Where would you find the manufacturer and distributor in a typical supply chain?

Correct AnswerverifiedShow Answer

Which of the following represents operational CRM?

Correct AnswerverifiedShow Answer

Which of the following operational CRM technologies does the sales department typically use?

Correct AnswerverifiedShow Answer

Where would you find the suppliers' suppler in a typical supply chain?

Correct AnswerverifiedShow Answer

An organisation can find its most valuable customers by using a formula that industry insiders call recency,______________ and monetary value.

Correct AnswerverifiedShow Answer

What are several different types of software that sit between and provide connectivity for two or more software applications?

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

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