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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 these

E) A) and B)
F) None of the above

Correct Answer

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Strategic planning is a customer-facing business process.

A) True
B) False

Correct Answer

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Describe SCM, CRM, and ERP and the differences among them.

Correct Answer

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Supply chain management (SCM) involves t...

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What does business process reengineering involve?


A) Analyzing and redesigning workflow within and between enterprises.
B) Managing information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability.
C) Managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.
D) Integrating 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.

E) C) and D)
F) A) and C)

Correct Answer

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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.

A) True
B) False

Correct Answer

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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 these.

E) B) and C)
F) None of the above

Correct Answer

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

A) True
B) False

Correct Answer

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What does customer relationship management involve?


A) Analyzing and redesigning workflow within and between enterprises.
B) Managing information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability.
C) Managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.
D) Integrating 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.

E) C) and D)
F) A) and C)

Correct Answer

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Which of the following explains why a company would implement a BPR strategy?


A) To encourage competition
B) To decrease customers
C) To create value for the customer
D) To create data

E) A) and D)
F) None of the above

Correct Answer

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Which of the below represents business processes you would find in the human resources department?


A) Hiring employees.
B) Enrolling employees in benefit plans.
C) Tracking vacation and sick time.
D) All of these.

E) None of the above
F) All of the above

Correct Answer

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What is the key word in ERP?


A) Enterprise
B) Resource
C) Planning
D) All of these

E) A) and B)
F) All of the above

Correct Answer

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In the basic supply chain, source refers to building relationships with suppliers to procure raw materials.

A) True
B) False

Correct Answer

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What does enterprise resource planning involve?


A) Analyzing and redesigning of workflow within and between enterprises.
B) Managing information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability.
C) Managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.
D) Integrating 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.

E) A) and B)
F) None of the above

Correct Answer

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What 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?


A) Business process reengineering
B) Supply chain management
C) Customer relationship management
D) Enterprise resource planning

E) B) and C)
F) A) and D)

Correct Answer

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The accounting and finance department performs processes such as creating financial statements, paying accounts payables, and collecting accounts receivables.What form of processes do these represent?


A) Customer-facing processes
B) Business-facing processes
C) Industry-specific customer-facing processes
D) All of these

E) B) and C)
F) A) and B)

Correct Answer

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What is the analysis and redesign of workflow within and between enterprises?


A) Business process reengineering
B) Supply chain management
C) Customer relationship management
D) Enterprise resource planning

E) B) and D)
F) All of the above

Correct Answer

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Summarize why CRM is more than just technology and must be embraced on an enterprisewide level, along with the types of things an organization can determine when using a CRM system.

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CRM is not just technology, but a strate...

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Product delivery is a customer-facing business process.

A) True
B) False

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CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

A) True
B) False

Correct Answer

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