Package Title: Homework Questions
Course Title: IS 5e
Chapter Number: 11
Question Type: True/False
1) Small companies do not have to worry about CRM as it is only essential for large organizations..
2) Companies use CRM systems to recreate the intimate personal relationship that once existed between
them and their customers.
3) CRM systems are designed to focus companies’ marketing efforts on a large and broad group of
people.
4) The basic idea behind CRM is to treat all customers in exactly the same way and give them the same
great service.
5) 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
6) 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
7) _____ systems support the front-office business processes, which directly interact with customers.
a) Business intelligence CRM
b) Collaborative CRM
c) Operational CRM
d) Analytical CRM
e) Transactional CRM
8) 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
9) Operational CRM systems support the front-office business processes, which directly interact with
customers.
10) A call center is a type of customer interaction center.
11) Sales force automation is a customer-facing application.
12) _____ systems analyze customer data for designing and executing targeted marketing campaigns.
a) Business intelligence CRM
b) Analytical CRM
c) Operational CRM
d) Collaborative CRM
e) Transactional CRM
13) 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 these
14) Analytic CRM systems can be used for 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
15) _____ is a CRM system that is hosted by an external vendor in the vendor’s data center.
a) Mobile CRM
b) Analytical CRM
c) Operational CRM
d) On-demand CRM
e) Customer-facing CRM
16) The benefits of open-source CRM include all of the following except:
a) It is easy to customize.
b) It is favorably priced.
c) It has more functionality than in-house CRM systems.
d) Updates and error fixes occur rapidly.
e) Extensive support information is available.
17) ____ is a CRM system that enables organizations to conduct communications related to customer
management through portable media.
a) Mobile CRM
b) Analytical CRM
c) Operational CRM
d) On-demand CRM
e) Customer-facing CRM
18) 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.
19) Supply chain visibility is the time between the receipt of incoming goods and the dispatch of
finished, outbound products.
20) 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
21) Packaging, assembly, or manufacturing take place in the __________ segment of the supply chain.
a) Upstream
b) Internal
c) Downstream
d) External
e) None of these
22) 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
23) The _____ is known as make-to-order.
a) supply chain model
b) inventory model
c) pull model
d) vertical integration model
e) push model
24) The goal of SCM systems is to reduce friction along the supply chain.
25) The _____ is known as make-to-stock.
a) supply chain model
b) inventory model
c) pull model
d) vertical integration model
e) push model
26) _____ 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
27) _____ 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
28) Electronic data interchange does not help much in reducing paper.
29) The primary goal of extranets is to do which of the following?
a) 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
