What does the average company spend on production needs? |
50 percent of every dollar that it earns |
When was SCM developed? |
1990s |
Today, SCM systems focus on extending beyond an organization’s four walls to influence: |
Suppliers, Suppliers, Customers’ customer |
Which of the following is not one of the three main links in the supply chain? |
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? |
Cost |
Which of the following is not one of the main links in the supply chain? |
Materials flow from customers and their downstream customers at all levels |
Which of the following is not one of the four changes resulting from advances in technology that are driving supply chains? |
Scalability |
What is it called when distorted product demand information passes from one entity to the next throughout the supply chain? |
Bullwhip effect |
Which of the following automates the different steps and stages of the supply chain? |
Supply chain execution software |
What is the ability to view all areas up and down the supply chain? |
Supply chain visibility |
Which of the following generates demand forecasts using statistical tools and forecasting techniques? |
Demand planning software |
Which of the following is not a principle of supply chain management? |
Listen to signals from telecommunications equipment and plan accordingly |
What is the set of processes that plans for and controls the efficient and effective transportation and storage of supplies from suppliers to customers? |
Logistics |
Which of the following is a key to SCM success? |
Be future oriented |
Which of the following is a top reason why executives use SCM to manage extended enterprises? |
Cost control |
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, consumer behavior, visibility, and speed are the four changes resulting from advances in technology that are driving supply chains |
FALSE |
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 |
Deploy in incremental phases and measure and communicate success is one of the keys to success for SCM |
TRUE |
CRM allows an organization to accomplish all of the following, except: |
Complicate marketing and sales processes |
What is the top CRM business driver? |
Automation/productivity/efficiency |
Which of the following is not one of the CRM business drivers? |
Accountability |
Which of the following represents operational CRM? |
Supports traditional transactional processing, Supports day-to-day front-office operations, Supports operations that deal directly with the customers |
What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers? |
Analytical CRM |
What made-to-order views can analytical CRM tools slice-and-dice customer information into? |
Customer value, Customer spending, Customer segmentation |
What can analytical CRM modeling tools discover? |
Identify opportunities for expanding customer relationships, Identify opportunities for cross-selling, Identify opportunities for up-selling |
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? |
Personalization |
Which of the following is the first CRM implementation strategy? |
Clearly communicate the CRM strategy |
What is the formula that an organization can use to find its most valuable customers? |
RFM – recency, frequency, monetary value |
What is the term that identifies how frequently a customer purchases items? |
Frequency |
What is the term that defines how recently a customer purchased items? |
Recency |
What is the term that defines how much a customer spends on each purchase? |
Monetary value |
What are the three phases in the evolution of CRM? |
Reporting, analyzing, predicting |
What is another term that represents CRM reporting technologies that help organizations identify their customers across other applications? |
Customer identification |
What is another term that represents CRM analysis technologies that help organizations segment their customers into categories such as best and worst customers? |
Customer segmentation |
Who did Business 2.0 rank as number one in the top 50 people who matter most in business? |
You—the customer |
Which of the following is not one of the questions asked during the reporting phase? |
Who are our customers? |
Which of the following is not one of the questions asked during the analyzing phase? |
What customers are at risk of leaving? |
Which of the following is not one of the questions asked during the predicting phase? |
What is the total revenue by customer? |
Which of the following is not a CRM industry best practice? |
Implement in the big bang approach |
Which company experienced difficulty with answering their call center phone? |
Brother International Corporation |
Which company turned brand loyalty into brand relationships by using the vast amounts of information it collected to better understand customers’ needs and expectations? |
1-800-Flowers.com |
Which company has spent the last decade researching core customers to find similarities among groups of readers? |
New York Times |
CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future |
FALSE |
The business world is shifting from customer focus to product focus. |
FALSE |
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 |
What is the buying and selling of goods and services over the Internet? |
Ecommerce |
What is the conducting of business on the Internet, not only buying and selling, but also serving customers and collaborating with business partners? |
Ebusiness |
What is an approach to conducting electronic business on the Internet? |
Ebusiness model |
Which of the following represents any business that sells its products or services to consumers over the Internet? |
B2C |
Which of the following represents businesses buying from and selling to each other over the Internet? |
B2B |
Which of the following represents sites primarily offering goods and services to assist consumers interacting with each other over the Internet? |
C2C |
Which of the following represents any consumer that sells a product or service to a business over the Internet? |
C2B |
Which ebusiness model is Carfax using? |
B2C |
Which one of the following is a primary challenge to ebusiness models? |
Providing security , Adhering to taxation rules, Protecting customers |
What is an electronic marketplace? |
Interactive business communities providing a central market space where multiple buyers and sellers can engage in ebusiness activities |
What is an eshop? |
Version of a retail store where customers can shop at any hour of the day without leaving their home or office |
What is an emall? |
Serves as a gateway through which a visitor can access other eshops |
What is a business that operates in a physical store without an Internet presence? |
Brick-and-mortar business |
What is a business that operates on the Internet only without a physical store? |
Pure play business |
What is a business that operates in a physical store and on the Internet? |
Click-and-mortar business |
Which business type describes Amazon.com? |
Pure play business |
Which business type describes Barnes and Noble? |
Click-and-mortar business |
What type of online auction occurs when sellers and buyers solicit consecutive bids from each other and prices are determined dynamically? |
Electronic auction |
What type of online auction occurs when sellers use it as a selling channel to many buyers and the highest bid wins? |
Forward auction |
What type of online auction occurs when buyers use it to purchase a product or service, selecting the seller with the lowest bid? |
Reverse auction |
What is a community of interest? |
People interact with each other on specific topics, such as golfing and stamp collecting |
What is a community of relations? |
People come together to share certain life experiences, such as cancer patients, senior citizens, and car enthusiasts |
What is a community of fantasy? |
People participate in imaginary environments, such as fantasy football teams and playing one-on-one with Michael Jordan |
Which of the following is an ebusiness challenge? |
Increasing liability |
Which of the following is an ebusiness benefit? |
Decreased cost |
Which of the following is not a valid type of emarketplace revenue model? |
Loyalty fee |
What is website or web application that uses content from more than one source to create a completely new service? |
Web mashup |
What are WSYIWYGs (What You See Is What You Get) for mashups? |
Mashup editor |
Ebusiness is the buying and selling of goods and services over the Internet. |
FALSE |
Ecommerce is the conducting of business on the Internet, not only buying and selling, but also serving customers and collaborating with business partners |
FALSE |
Ebusiness is something that a business can just go out and buy |
FALSE |
An ebusiness model is an approach to conducting electronic business on the Internet |
TRUE |
Business-to-consumer applies to any business that sells its products or services to consumers over the Internet. |
TRU |
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