BIS CH 8

1. What allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems?
A. Integration
B. Intelligence
C. Data interchange
D. Demand plan

A. Integration

2. What takes information entered into a given system and sends it automatically to all downstream systems and processes?
A. Forward integration
B. Forward data interchange
C. Backward integration
D. Backward data interchange

A. Forward integration

What takes information entered into a given system and sends it automatically to all upstream systems and processes?
A. Forward integration
B. Forward data interchange
C. Backward integration
D. Backward data interchange

C. Backward integration

Which of the below statements is inaccurate?
A. Ideally an organization wants to build both forward and backward integrations
B. Integrations are expensive and difficult to build and maintain
C. Most organizations invest in forward integrations only
D. Most organizations invest in backward integrations only

D. Most organizations invest in backward integrations only

What provides enterprisewide support and data access for a firm’s operations and business processes?
A. Enterprise systems
B. Enterprise application integration
C. Middleware
D. Enterprise application integration middleware

A. Enterprise systems

What connects the plans, methods, and tools aimed at integrating separate enterprise systems?
A. Enterprise systems
B. Enterprise application integration
C. Middleware
D. Enterprise application integration middleware

B. Enterprise application integration

What are several different types of software that sit between and provide connectivity for two or more software applications?
A. Enterprise systems
B. Enterprise application integration
C. Middleware
D. Enterprise application integration middleware

C. Middleware

What takes a new approach to middleware by packaging commonly used applications together, reducing the time needed to integrate applications from multiple vendors?
A. Enterprise systems
B. Enterprise application integration
C. Middleware
D. Enterprise application integration middleware

D. Enterprise application integration middleware

What is a current or existing system that will become the base for upgrading or integrating with a new system?
A. Legitimate system
B. Legacy system
C. List generator system
D. All of the above

B. Legacy system

Which of the following is not an example of a primary enterprise system?
A. Supply chain management
B. Customer relationship management
C. Enterprise revenue planning
D. Enterprise resource planning

C. Enterprise revenue planning

In which of the five basic supply chain activities do you prepare to manage all resources required to meet demand?
A. Plan
B. Source
C. Deliver
D. Return

A. Plan

In which of the five basic supply chain activities do you build relationships with suppliers to procure raw materials?
A. Plan
B. Source
C. Deliver
D. Return

B. Source

In which of the five basic supply chain activities do you manufacture products and create production schedules?
A. Plan
B. Source
C. Deliver
D. Make

D. Make

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?
A. Plan
B. Source
C. Deliver
D. Return

C. Deliver

What does supply chain management involve?
A. The management of production material flows between and among stages in a supply chain to maximize total supply chain efficiency
B. The management of information flows between and among stages in a supply chain to maximize total supply chain costs
C. The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
D. None of the above

C. The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability

Where would you find the customers’ customer in a typical supply chain?
A. Upstream
B. Downstream
C. In the middle
D. Not in the supply chain

B. Downstream

Where would you find the suppliers’ suppler in a typical supply chain?
A. Upstream
B. Downstream
C. In the middle
D. Not in the supply chain

A. Upstream

Where would you find the manufacturer and distributor in a typical supply chain?
A. Upstream
B. Downstream
C. In the middle
D. Not in the supply chain

C. In the middle

Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system. The system linked Wal-Mart’s _____________ centers directly to P&G’s _____________ centers.
A. manufacturing, distribution
B. distribution, manufacturing
C. stores, distribution
D. distribution, stores

B. distribution, manufacturing

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

B. Increase its supplier power

Which of the following is an organizational result from an effective and efficient supply chain management system?
A. Decrease the power of its buyers
B. Create entry barriers thereby reducing the threat of new entrants
C. Increase efficiencies while seeking a competitive advantage through cost leadership
D. All of the above

D. All of the above

What does the average company spend on production needs?
A. Almost 10 percent of every dollar that it earns
B. Almost 20 percent of every dollar that it earns
C. Almost 40 percent of every dollar that it earns
D. Almost 50 percent of every dollar that it earns

D. Almost 50 percent of every dollar that it earns

Today, SCM systems focus on extending beyond an organization’s four walls to influence:
A. Suppliers
B. Suppliers’ supplier
C. Customers’ customer
D. All of the above

D. All of the above

Which of the following is not one of the three main links in the supply chain?
A. Materials flow from suppliers and their "downstream" suppliers at all levels
B. Transformation of materials into semifinished and finished products-the organization’s own production processes
C. Distribution of products to customers and their "downstream" customers at all levels
D. None of the above

A. Materials flow from suppliers and their "downstream" suppliers at all levels

Which of the following is not one of the five basic components of supply chain management?
A. Plan
B. Source
C. Cost
D. Deliver

C. Cost

What is it called when distorted product-demand information ripples from one partner to the next throughout the supply chain?
A. Bullwhip effect
B. Demand planning systems
C. Supply chain planning systems
D. Supply chain execution systems

A. Bullwhip effect

Which of the below represents the bullwhip effect?
A. Organizations know about employee events triggered downstream in the supply chain
B. Customers receive distorted product demand information regarding sales information
C. Distorted product-demand information ripples from one partner to the next throughout the supply chain
D. The ability to view all areas up and down the supply chain

C. Distorted product-demand information ripples from one partner to the next throughout the supply chain

Which of the following ensures supply chain cohesion by automating the different activities of the supply chain?
A. Bullwhip effect
B. Demand planning systems
C. Supply chain planning systems
D. Supply chain execution systems

D. Supply chain execution systems

What is the ability to view all areas up and down the supply chain in real time?
A. Bullwhip effect
B. Demand planning software
C. Supply chain visibility
D. Supply chain execution software

C. Supply chain visibility

Which of the following generates demand forecasts using statistical tools and forecasting techniques?
A. Bullwhip effect
B. Demand planning system
C. Supply chain visibility
D. Supply chain execution system

B. Demand planning system

What increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events?
A. Supply chain event management
B. Selling chain management
C. Collaborative engineering
D. Collaborative demand planning

A. Supply chain event management

What automates order processes from initial customer inquiry to final product delivery?
A. Supply chain event management
B. Selling chain management
C. Collaborative engineering
D. Collaborative demand planning

B. Selling chain management

What helps organizations reduce inventory investments, while improving customer satisfaction?
A. Supply chain event management
B. Selling chain management
C. Collaborative engineering
D. Collaborative demand planning

D. Collaborative demand planning

What allows an organization to reduce product development costs?
A. Supply chain event management
B. Selling chain management
C. Collaborative engineering
D. Collaborative demand planning

C. Collaborative engineering

Which of the below metrics represents an unfilled customer order for a product that is out of stock?
A. Back order
B. Inventory cycle time
C. Customer order cycle time
D. Inventory turnover

A. Back order

Which of the below metrics represents the time it takes to manufacture a product and deliver it to the retailer?
A. Back order
B. Inventory cycle time
C. Customer order cycle time
D. Inventory turnover

B. Inventory cycle time

Which of the below metrics represents the agreed upon time between the purchase of a product and the delivery of the product?
A. Back order
B. Inventory cycle time
C. Customer order cycle time
D. Inventory turnover

C. Customer order cycle time

Which of the below metrics represents the frequency of inventory replacement?
A. Back order
B. Inventory cycle time
C. Customer order cycle time
D. Inventory turnover

D. Inventory turnover

Why is CRM one of the most valuable assets a company can acquire?
A. Since organizations 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 organization’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 competitor’s customers
D. Without CRM it is impossible to effectively manage or cross-sell products to customers

B. CRM has proven to increase customer loyalty and retention and an organization’s profitability

Which of the following can a customer use to contact an organization?
A. Telephone
B. Email
C. Web access
D. All of the above

D. All of the above

As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past?
A. Existing customers are the best source of profitable and sustainable revenue growth
B. In the age of e-business, an organization is guaranteed a favorable customer base and satisfying them is easier than ever
C. Organizations cannot depend on using statistical analysis or value formulas such as Recency, Frequency, and Monetary to gain insight into customer behavior or buying patterns
D. Placing customers at the forefront of all thinking and decision making requires very little operational and technology changes

A. Existing customers are the best source of profitable and sustainable revenue growth

There are three phases in the evolution of CRM: (1) reporting, (2) analyzing, and (3) predicting. What do CRM predicting technologies help organizations accomplish?
A. Make predictions regarding customer behavior such as which customers are at risk of leaving
B. Segment their customers into categories such as best and worst customers
C. Identify their customers across other applications
D. All the above

A. Make predictions regarding customer behavior such as which customers are at risk of leaving

A contact center (or call center) is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints. A contact center is one of the best assets a customer driven organization can have. Why?
A. Contact centers can identify suppliers who are in desperate need of assistance
B. Maintaining a high level of customer support is critical to obtaining and retaining customers
C. Contact centers are the only place to find answers to questions or solutions to customer problems
D. Most contact centers use analytical modeling technologies that provide business intelligence

B. Maintaining a high level of customer support is critical to obtaining and retaining customers

Which of the following is not a current CRM trend?
A. Partner relationship management
B. Supplier relationship management
C. Employee relationship management
D. Distributor relationship management

D. Distributor relationship management

In which industry area will CRM remain a major strategic focus for years to come?
A. Product is unique
B. Product is in limited supply
C. Product is difficult to differentiate
D. None of the above

C. Product is difficult to differentiate

Which of the following is not a valid way that a CRM system can collect information?
A. Accounting system
B. Order fulfillment system
C. Inventory system
D. Customer’s personal computer

D. Customer’s personal computer

Which of the following represents operational CRM?
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 above

D. All of the above

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?
A. Analytical CRM
B. Operational CRM
C. Website Personalization
D. All of the above

A. Analytical CRM

What made-to-order views can analytical CRM tools slice-and-dice customer information into?
A. Customer value
B. Customer spending
C. Customer segmentation
D. All of the above

D. All of the above

What can analytical CRM modeling tools discover?
A. Identify opportunities for expanding customer relationships
B. Identify opportunities for cross-selling
C. Identify opportunities for up-selling
D. All of the above

D. All of the above

What occurs when a website can know enough about a person’s likes and dislikes that it can fashion offers that are more likely to appeal to that person?
A. Operational CRM
B. Analytical CRM
C. Website personalization
D. All of the above

C. Website personalization

Which of the following is not one of the three phases in the evolution of CRM?
A. Reporting
B. Analyzing
C. Processing
D. Predicting

C. Processing

What helps an organization identify its customers across applications?
A. CRM reporting technologies
B. CRM analyzing technologies
C. CRM processing technologies
D. CRM predicting technologies

A. CRM reporting technologies

What is an organization performing when it asks questions such as "why was customer revenue so high"?
A. CRM reporting technologies
B. CRM analyzing technologies
C. CRM processing technologies
D. CRM predicting technologies

B. CRM analyzing technologies

What is an organization performing when it asks questions such as "which customers are at risk of leaving"?
A. CRM reporting technologies
B. CRM analyzing technologies
C. CRM processing technologies
D. CRM predicting technologies

D. CRM predicting technologies

Which question below represents a CRM reporting technology example?
A. Why did sales not meet forecasts?
B. What customers are at risk of leaving?
C. What is the total revenue by customer?
D. All of the above

C. What is the total revenue by customer?

Which question below represents a CRM analyzing technology question?
A. Why did sales not meet forecasts?
B. What customers are at risk of leaving?
C. What is the total revenue by customer?
D. All of the above

A. Why did sales not meet forecasts?

Which question below represents a CRM predicting technology question?
A. Why did sales not meet forecasts?
B. What customers are at risk of leaving?
C. What is the total revenue by customer?
D. All of the above

B. What customers are at risk of leaving?

Which of the following operational CRM technologies does the sales department typically use?
A. Campaign management, contact management, opportunity management
B. Sales management, contact management, contact center
C. Sales management, call scripting, opportunity management
D. Sales management, contact management, opportunity management

D. Sales management, contact management, opportunity management

Which of the following operational CRM technologies does the marketing department typically use?
A. Contact center, web-based self-service, call scripting
B. Contact center, cross-selling and up-selling, web-based self-service
C. List generator, opportunity management, cross-selling and up-selling
D. List generator, campaign management, cross-selling and up-selling

D. List generator, campaign management, cross-selling and up-selling

Which of the following operational CRM technologies does the customer service department typically use?
A. Contact center, web-based self-service, call scripting
B. Sales management, contact management, opportunity management
C. List generator, opportunity management, cross-selling and up-selling
D. List generator, campaign management, cross-selling and up-selling

A. Contact center, web-based self-service, call scripting

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?
A. Campaign management system
B. Cross-selling
C. Up-selling
D. List generator

D. List generator

What guides users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?
A. Campaign management system
B. Cross-selling
C. Up-selling
D. List generator

A. Campaign management system

What is McDonald’s performing when it asks its customers if they would like to super-size their meals?
A. Campaign management
B. Cross-selling
C. Up-selling
D. Down-selling

C. Up-selling

Which of the following represents sales force automation?
A. Helping an organization identify its customers across applications
B. Selling additional products or services to a customer
C. A system that automatically tracks all of the steps in the sales process
D. Selling larger products or services to a customer

C. A system that automatically tracks all of the steps in the sales process

What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts?
A. Sales management CRM systems
B. Contact management CRM systems
C. Opportunity management CRM systems
D. None of the above

A. Sales management CRM systems

What maintains customer contact information and identifies prospective customers for future sales?
A. Sales management CRM system
B. Contact management CRM system
C. Opportunity management CRM system
D. Sales force automation CRM system

B. Contact management CRM system

What targets sales opportunities by finding new customers or companies for future sales?
A. Sales management system
B. Contact management system
C. Opportunity management system
D. Sales force automation system

C. Opportunity management system

Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track?
A. Sales management system
B. Contact management system
C. Opportunity management system
D. Sales force automation system

D. Sales force automation system

What is the primary difference between contact management and opportunity management?
A. Contact management deals with new customers, opportunity management deals with existing customers
B. Contact management deals with existing customers, opportunity management deals with existing customers
C. Contact management deals with new customers, opportunity management deals with new customers
D. Contact management deals with existing customers, opportunity management deals with new customers

D. Contact management deals with existing customers, opportunity management deals with new customers

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?
A. Contact center
B. Web-based self-service
C. Call scripting
D. Website personalization

A. Contact center

What allows customers to use the web to find answers to their questions or solutions to their problems?
A. Contact center
B. Web-based self-service
C. Call scripting
D. Website personalization

B. Web-based self-service

What accesses organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer?
A. Contact center
B. Web-based self-service
C. Call scripting
D. Website personalization

C. Call scripting

What is automatic call distribution?
A. Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
B. Directs customers to use touch-tone phones or keywords to navigate or provide information
C. A phone switch routes inbound calls to available agents
D. None of the above

C. A phone switch routes inbound calls to available agents

What is interactive voice response (IVR)?
A. Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
B. Directs customers to use touch-tone phones or keywords to navigate or provide information
C. A phone switch routes inbound calls to available agents
D. None of the above

B. Directs customers to use touch-tone phones or keywords to navigate or provide information

What is predictive dialing?
A. Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
B. Directs customers to use touch-tone phones or keywords to navigate or provide information
C. A phone switch routes inbound calls to available agents
D. None of the above

A. Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent

Which of the following is not considered a feature in a contact center?
A. Automatic call distribution
B. Interactive voice response
C. Predictive dialing
D. Automatic predictive dialing

D. Automatic predictive dialing

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects?
A. Supplier relationship management
B. Partner relationship management
C. Employee relationship management
D. None of the above

A. Supplier relationship management

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?
A. Supplier relationship management
B. Partner relationship management
C. Employee relationship management
D. None of the above

B. Partner relationship management

What provides Web-based self-service tools that streamline and automate the human resource department?
A. Supplier relationship management
B. Partner relationship management
C. Employee relationship management
D. None of the above

C. Employee relationship management

Which industries will want to keep using CRM as a major strategic focus in the future?
A. Industries whose products are unique
B. Industries whose products are difficult to differentiate
C. Industries whose products are exclusive
D. Industries whose products are distinctive

B. Industries whose products are difficult to differentiate

Which of the following is a common sales CRM metric?
A. Number of new customers
B. Number of marketing campaigns
C. Average time to resolution
D. Cost per interaction by marketing campaign

A. Number of new customers

Which of the following is a common customer service CRM metric?
A. Number of new prospective customers
B. Number of marketing campaigns
C. Average time to resolution
D. Revenue generated by marketing campaigns

C. Average time to resolution

Which of the following is a common marketing CRM metric?
A. Number of new prospective customers
B. Average number of service calls per day
C. Average time to resolution
D. Cost per interaction by marketing campaign

D. Cost per interaction by marketing campaign

Which of the following will help an organization maintain consistent business operations?
A. Marketing, sales, and accounting departments decide to use the same vendor for a new system
B. Sales decides to implement a new system without considering other departments
C. A new office policy states that all managers can implement their own policies for purchasing supplies and materials
D. Marketing decides to save customer’s email addresses in the marketing system, even though other organizational systems do not have this capability

A. Marketing, sales, and accounting departments decide to use the same vendor for a new system

What is the key word in ERP?
A. Enterprise
B. Resource
C. Planning
D. All of the above

A. Enterprise

What is enterprise resource planning?
A. The analysis and redesign of workflow within and between enterprises
B. A standardized set of activities that accomplish as specific task, such as processing a customer’s order
C. Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprisewide information on all business operations
D. Involves managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organization’s profitability

C. Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprisewide information on all business operations

Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace?
A. Accounting
B. CRM
C. Sales
D. Human resources

B. CRM

Which of the following is not one of the three most common core ERP components focusing on internal operations?
A. Accounting and finance
B. Production and materials management
C. Business intelligence
D. Human resources

C. Business intelligence

Which activities do accounting and finance components perform?
A. Track employee information including payroll, benefits, compensation, performance assessment, and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities.
B. Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.
C. Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.
D. None of the above.

C. Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.

Which activities do production and materials management components perform?
A. Track employee information including payroll, benefits, compensation, performance assessment, and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities.
B. Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.
C. Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.
D. None of the above.

B. Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.

Which activities do human resource components perform?
A. Track employee information including payroll, benefits, compensation, performance assessment, and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities.
B. Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.
C. Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.
D. None of the above.

A. Track employee information including payroll, benefits, compensation, performance assessment, and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities.

Which component is a credit-management feature typically included in?
A. Accounting and finance components
B. Production and managerial management components
C. Human resource components
D. Production and materials management components

A. Accounting and finance components

Which component can help an organization determine such things as the identification of individuals who are likely to leave the company unless additional compensation or benefits are provided?
A. Accounting and finance components
B. Production and managerial management components
C. Human resource components
D. Production and materials management components

C. Human resource components

Which of the following is an extended ERP component?
A. Business intelligence
B. E-business
C. Customer relationship management
D. All of the above

D. All of the above

Which extended ERP component collects information used throughout an organization, organizes it, and applies analytical tools to assist managers with decisions?
A. Business intelligence
B. E-business
C. Customer relationship management
D. Supply chain management

A. Business intelligence

What are two of the primary features of e-business components?
A. E-procurement
B. E-logistics
C. E-procurement and e-logistics
D. None of the above

C. E-procurement and e-logistics

Which of the following describes an ERP system?
A. ERP systems provide a foundation for collaboration between departments
B. ERP systems enable people in different business areas to communicate
C. ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization’s performance
D. All of the above

D. All of the above

What is at the heart of any ERP system?
A. Information
B. Employees
C. Customers
D. Database

D. Database

Which of the following occurs when everyone involved in sourcing, producing, and delivering the company’s product works with the same information?
A. Eliminates redundancies
B. Cuts down wasted time
C. Removes misinformation
D. All of the above

D. All of the above

Who are the primary users of SCM systems?
A. Sales, marketing, customer service
B. Accounting, finance, logistics, and production
C. Customers, resellers, partners, suppliers, and distributors
D. All of the above

C. Customers, resellers, partners, suppliers, and distributors

What are the primary business benefits of an ERP system?
A. Sales forecasts, sales strategies, and marketing campaigns
B. Market demand, resource and capacity constraints, and real-time scheduling
C. Forecasting, planning, purchasing, material management, warehousing, inventory, and distribution
D. All of the above

C. Forecasting, planning, purchasing, material management, warehousing, inventory, and distribution

Who are the primary users of ERP systems?
A. Sales, marketing, customer service
B. Accounting, finance, logistics, and production
C. Customers, resellers, partners, suppliers, and distributors
D. All of the above

B. Accounting, finance, logistics, and production

Which application’s primary business benefits include sales forecasts, sales strategies, and marketing campaigns?
A. CRM
B. SCM
C. ERP
D. All of the above

A. CRM

Which application’s primary business benefits include market demand, resource and capacity constraints, and real-time scheduling?
A. CRM
B. SCM
C. ERP
D. All of the above

B. SCM

Which application’s primary business benefits include forecasting, planning, purchasing, material management, warehousing, inventory, and distribution?
A. CRM
B. SCM
C. ERP
D. All of the above

C. ERP

The customers’ customer is upstream in the supply chain.

False

Plan, source, make, deliver, and return are the five basic supply chain management components.

True

Information technology’s primary role in supply chain management is creating the integrations or tight process and information linkages between functions within a firm-such as marketing, sales, finance, manufacturing, and distribution-and between firms.

True

Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.

True

The Internet can completely replace the phone and face-to-face communications with customers.

False

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

False

Back-office operations deal directly with the customer.

False

RFM stands for Regency, Frequency, and Monetary.

False

The evolution of CRM is reporting, analyzing, and predicting.

True

List generators fall under the category of the sales department’s CRM tools.

False

Contact management falls under the category of the customer service department’s CRM tools.

False

Call scripting falls under the category of the sales department’s CRM tools.

False

Production and materials management is a core ERP component.

True

Business intelligence is both a core and extended ERP component.

False

SCM, CRM, and ERP are all extended ERP components.

False

E-logistics manage the transportation and storage of goods.

True

Oracle and SAP are the biggest ERP vendors.

True

In the past, departments made decisions independent of each other.

True

When a user enters or updates information in one ERP module, it is immediately and automatically updated throughout the entire system.

True