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Exam 11: Customer Relationship Management and Supply Chain Management

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Question 31

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Properly designed CRM systems provide a single, enterprise wide view of each customer.

A) True
B) False

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Question 32

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Just-in-time inventory systems try to maximize inventories to protect against uncertainties along the supply chain.

A) True
B) False

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Question 33

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Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Haya begins collecting data about her customers by having them sign up for Promotional Emails at her store. She collects their names and Email address on her form. How might she use the customer data?

Modern organizations are concentrating on their core competencies and on becoming more flexible and agile.

The pull model is make-to-stock.

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

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

The benefits of open-source CRM include all of the following except:

Electronic data interchange is a problem for small businesses.

Nutricia's CRM system is an example of a customer facing application.

Collaborative CRM systems provide interaction with customers throughout the entire organization.

Mobile CRM systems are targeting customers through their laptops.

_____ is a form of _____.

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

Explain what "upstream" and "downstream" are within a supply chain.

A major source of supply chain uncertainty is the supply forecast.

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

CRM means that a company should interact with its customers as a group.

Describe supply chain visibility and explain why it is important to an organization.

A(n) _____ refers to the flow of materials, information, money, and services from raw material suppliers, through factories and warehouses to the end customers.