Chapter 11 CRM & Supply Chain Quizzes Full Test Bank

Package Title: Practice Questions

Course Title: Rainer, Introduction to Information Systems, Fifth Canadian Edition

Chapter Number: 11

Shuffle: No

Question Type: True/False

1) Taste profiling is the term used to describe how companies monitor your behaviour on e-commerce Web sites to determine how you think.

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.

Section Reference 1: Defining Customer Relationship Management

2) Companies use CRM systems to recreate the intimate, personal relationship that once existed between them and their customers.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.

Section Reference 1: Defining Customer Relationship Management

3) CRM systems are designed to focus on companies’ marketing efforts on a large and broad group of people.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.

Section Reference 1: Defining Customer Relationship Management

4) The basic idea behind CRM is to treat all customers in exactly the same way and give them the same great service.

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.

Section Reference 1: Defining Customer Relationship Management

5) Upselling is the practice of marketing additional related products to customers based on previous purchases.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

6) The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.

Section Reference 1: Defining Customer Relationship Management

7) All CRM policies have two basic elements: identifying customer touchpoints and consolidating data about each customer.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.

Section Reference 1: Defining Customer Relationship Management

8) When customers physically enter a store, it is an example of a customer touchpoint.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.

Section Reference 1: Defining Customer Relationship Management

9) Bundling is a form of upselling, where a business sells a group of products together at a price that is lower than the combined individual prices of the products.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

10) Operational CRM systems support the front-office business processes, which directly interact with customers.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

11) A call center is a type of customer interaction centre.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

12) Salesforce automation is a customer-facing application.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

13) The Web and point-of-sale terminals are examples of customer-touching CRM applications.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

14) The biggest risk of open-source CRM is quality control.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Explain the advantages and disadvantages of mobile CRM systems, on-demand CRM systems, open-source CRM systems, social CRM systems, and real-time CRM systems.

Section Reference 1: Other Types of Customer Relationship Management

15) 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.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Explain the utility of each of the three major technologies that support supply chain management.

Section Reference 1: Information Technology Support for Supply Chain Management

16) Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe the three components and the three flows of a supply chain.

Section Reference 1: Supply Chains

17) A demand chain refers to the flow of materials, information, money, and services from suppliers to the end customer.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe the three components and the three flows of a supply chain.

Section Reference 1: Supply Chains

18) The goal of SCM systems is to reduce friction along the supply chain.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify popular strategies to solving different challenges of supply chains.

Section Reference 1: Supply Chain Management

19) Supply chain management systems are a type of transaction processing system.

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify popular strategies to solving different challenges of supply chains.

Section Reference 1: Supply Chain Management

20) The pull model is most closely associated with mass customization.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify popular strategies to solving different challenges of supply chains.

Section Reference 1: Supply Chain Management

21) The push model is most closely associated with mass production.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify popular strategies to solving different challenges of supply chains.

Section Reference 1: Supply Chain Management

22) Electronic data interchange does not help much in reducing paper.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Explain the utility of each of the three major technologies that support supply chain management.

Section Reference 1: Information Technology Support for Supply Chain Management

23) Electronic data interchange is a communication standard that enables the electronic transfer of routine documents between business partners.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Explain the utility of each of the three major technologies that support supply chain management.

Section Reference 1: Information Technology Support for Supply Chain Management

Question Type: Multiple Choice

24) Which of the following statements concerning CRM is NOT true?

a) CRM builds sustainable long-term relationships with customers.

b) CRM is designed for companies to interact with their customers as a group.

c) CRM helps companies acquire new customers.

d) CRMs help keep repeat customers.

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.

Section Reference 1: Defining Customer Relationship Management

25) The complete data set on a customer is called

a) a profile.

b) a record.

c) a 360-degree view.

d) a file.

e) a consolidated customer map.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.

Section Reference 1: Defining Customer Relationship Management

26) Methods that organizations use to interact with their customers are called

a) point of presence.

b) the CRM point.

c) market entry point.

d) channel point.

e) touchpoint.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.

Section Reference 1: Defining Customer Relationship Management

27) A(n) _____ is software that helps companies acquire and retain customers.

a) enterprise resource planning system

b) customer relationship management system

c) supply chain management system

d) transaction processing system

e) functional area information system

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.

Section Reference 1: Defining Customer Relationship Management

28) _____ CRM systems support the front-office business processes, which directly interact with customers.

a) Business intelligence

b) Collaborative

c) Operational

d) Analytical

e) Transactional

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

29) The sales, marketing, and service functions are part of

a) business intelligence CRM.

b) analytical CRM.

c) operational CRM.

d) collaborative CRM.

e) transactional CRM.

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

30) _____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.

a) Inbound telesales

b) Outbound telesales

c) Sales team efforts

d) Salesforce automation

e) The customer help desk

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

31) _____ CRM systems analyze customer data for designing and executing targeted marketing campaigns.

a) Business intelligence

b) Analytical

c) Operational

d) Collaborative

e) Transactional

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

32) Which of the following technologies is(are) used by analytic CRM systems?

a) data warehouses and data mining

b) decision support systems

c) transaction processing systems

d) all of the above

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

33) Analytic CRM systems can be used for all of the following purposes EXCEPT

a) forecasting future profitability.

b) delivering future product information to customers.

c) providing guidelines for future product development.

d) designing targeted marketing campaigns.

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

34) _____ analyzes customer data for designing and executing targeted marketing campaigns.

a) CRM

b) Analytical CRM

c) Operational CRM

d) Collaborative CRM

e) Transactional CRM

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

35) _____ CRM is a CRM system that is hosted by an external vendor in the vendor’s data center.

a) Mobile

b) Analytical

c) Operational

d) On-demand

e) Customer-facing

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Explain the advantages and disadvantages of mobile CRM systems, on-demand CRM systems, open-source CRM systems, social CRM systems, and real-time CRM systems.

Section Reference 1: Other Types of Customer Relationship Management

36) The benefits of open-source CRM include all of the following EXCEPT

a) easy customization.

b) favourable prices.

c) better functionality than in-house CRM systems.

d) rapidly occurring updates and error fixes.

e) extensive support information.

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Explain the advantages and disadvantages of mobile CRM systems, on-demand CRM systems, open-source CRM systems, social CRM systems, and real-time CRM systems.

Section Reference 1: Other Types of Customer Relationship Management

37) ____ CRM is a CRM system that enables organizations to conduct communications related to customer management through portable media.

a) Mobile

b) Analytical

c) Operational

d) On-demand

e) Customer-facing

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Explain the advantages and disadvantages of mobile CRM systems, on-demand CRM systems, open-source CRM systems, social CRM systems, and real-time CRM systems.

Section Reference 1: Other Types of Customer Relationship Management

38) _____ includes those areas where customers directly interact with the company.

a) CRM

b) Analytical CRM

c) Customer-facing CRM

d) Customer-touching CRM

e) Transactional CRM

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

39) A check-in kiosk at the airport would be what type of CRM application?

a) inbound telesales

b) customer touching

c) outbound telesales

d) sales

e) customer facing

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe how businesses might use applications of each of the two major components of operational CRM systems.

Section Reference 1: Operational Customer Relationship Management Systems

40) _____ CRM is a CRM system that is hosted by an external vendor in the vendor's data center.

a) Mobile

b) Analytical

c) Operational

d) On-demand

e) Customer-facing

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Explain the advantages and disadvantages of mobile CRM systems, on-demand CRM systems, open-source CRM systems, social CRM systems, and real-time CRM systems.

Section Reference 1: Other Types of Customer Relationship Management

41) The ___________ is comprised of a company’s suppliers, suppliers’ suppliers, and the processes for managing them.

a) suppliers’ chain

b) external supply chain

c) upstream segment of the supply chain

d) downstream segment of the supply chain

e) internal segment of the supply chain

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe the three components and the three flows of a supply chain.

Section Reference 1: Supply Chains

42) Packaging, assembly, and manufacturing take place in the __________ segment of the supply chain.

a) upstream

b) internal

c) downstream

d) external

e) none of the above

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe the three components and the three flows of a supply chain.

Section Reference 1: Supply Chains

43) The flows in supply chains consist of which of the following?

a) materials

b) information

c) finance

d) all of the above

e) none of the above

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe the three components and the three flows of a supply chain.

Section Reference 1: Supply Chains

44) A company's suppliers, suppliers' suppliers, and the processes for managing them is the

a) suppliers' chain.

b) external supply chain.

c) upstream portion of the supply chain.

d) downstream portion of the supply chain.

e) entire supply chain.

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe the three components and the three flows of a supply chain.

Section Reference 1: Supply Chains

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

a) Reverse flows

b) Reverse logistics

c) Material flows

d) Information flows

e) Financial flows

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Describe the three components and the three flows of a supply chain.

Section Reference 1: Supply Chains

46) Which of the following is NOT a goal of supply chain management?

a) to reduce uncertainty along the supply chain

b) to decrease inventory levels

c) to increase cycle time

d) to improve customer service

e) to improve business processes

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify popular strategies to solving different challenges of supply chains.

Section Reference 1: Supply Chain Management

47) The _____ is known as make-to-order.

a) supply chain model

b) inventory model

c) pull model

d) vertical integration model

e) push model

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify popular strategies to solving different challenges of supply chains.

Section Reference 1: Supply Chain Management

48) The _____ is known as make-to-stock.

a) supply chain model

b) inventory model

c) pull model

d) vertical integration model

e) push model

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify popular strategies to solving different challenges of supply chains.

Section Reference 1: Supply Chain Management

49) _____ portals automate the business processes involved in selling products from a single supplier to multiple buyers.

a) Distribution

b) Corporate

c) Affiliate

d) Intranet

e) Procurement

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Explain the utility of each of the three major technologies that support supply chain management.

Section Reference 1: Information Technology Support for Supply Chain Management

50) _____ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.

a) Distribution

b) Corporate

c) Affiliate

d) Intranet

e) Procurement

Difficulty: Easy

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Explain the utility of each of the three major technologies that support supply chain management.

Section Reference 1: Information Technology Support for Supply Chain Management

51) Problems along the supply chain include which of the following?

a) poor customer service

b) high inventory costs

c) loss of revenue

d) increase cycle times

e) all of the above

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Identify popular strategies to solving different challenges of supply chains.

Section Reference 1: Supply Chain Management

52) The primary goal of extranets is to do which of the following?

a) to foster collaboration between and among business partners

b) to provide security for corporate intranets

c) to provide effective communications inside corporate intranets

d) to enable corporate employees to view inventory information for their companies

e) to enable business partners to better plan mergers and acquisitions

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Explain the utility of each of the three major technologies that support supply chain management.

Section Reference 1: Information Technology Support for Supply Chain Management

53) Which of the following is NOT a limitation of EDI?

a) It is inflexible.

b) Business processes may have to be restructured.

c) It is expensive, but ongoing operating costs are low.

d) Many EDI standards exist.

e) It is difficult to make quick changes.

Difficulty: Medium

Bloomcode: Knowledge

AACSB Code: Reflective Thinking

Learning Objective 1: Explain the utility of each of the three major technologies that support supply chain management.

Section Reference 1: Information Technology Support for Supply Chain Management