Question 1

Tesco had multiple legacy systems prior to working with Splunk Enterprise to create a new CRM system.

Accepted Answer

A) True 
 B)False

Question 2

Describe the CRM process. How does a company differentiate between a low- and high-value repeat customers? Why should customers be treated differently? How do you think customer touch points should be adjusted based on customer value?

Accepted Answer

1) Marketing efforts - solicit potential...

Question 3

Analytical CRM systems provide ________ by analyzing customer behavior and perceptions.

Accepted Answer

A)   BI
B)   CIC
C)   ERP
D)   SFAE) C) and D)
F) A) and B)

Question 4

EDI increases _________.

Accepted Answer

A)   cycle time
B)   data entry errors
C)   message length
D)   productivityE) C) and D)
F) B) and C)

Question 5

Low-end CRM systems are designed for companies like Boeing because they only have a few, large customers.

Accepted Answer

A) True 
 B)False

Question 6

It is really important that your customers are able to contact you anytime, anywhere, from any device. This suggests you should implement a(n)  ________ CRM system.

Accepted Answer

A)   on-demand
B)   on-premise
C)   open-source
D)   mobileE) C) and D)
F) All of the above

Question 7

Amazon's fulfillment process is fully automated (no humans are involved) .

Accepted Answer

A) True 
 B)False

Question 8

Analytical CRM systems are the input for operational CRM systems.

Accepted Answer

A) True 
 B)False

Question 9

Flexe offers an SCM solution for businesses to compete with Amazon.

Accepted Answer

A) True 
 B)False

Question 10

________ are/is a customer-touching CRM application.

Accepted Answer

A)   CMAs
B)   CIC
C)   FAQs
D)   SFAE) A) and B)
F) A) and C)

Question 11

Flexe is the _______ of warehousing.

Accepted Answer

A)   Airbnb
B)   Amazon
C)   Google
D)   TwitterE) All of the above
F) B) and D)

Question 12

You purchase the raw metal, glass, and leather to manufacture your new car from various suppliers. You are conducting business ________.

Accepted Answer

A)   downstream
B)   internally
C)   upstream
D)   foolishlyE) A) and B)
F) C) and D)

Question 13

___ refers to the ability of all organizations within a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes and transportation networks to their receiving docks.

Accepted Answer

Supply cha...

Question 14

Over time, all organizations inevitably lose a percentage of customers, a process called ___.

Accepted Answer

The answer of Over time, all organizations inevitably lose a...

Question 15

________ is a CRM operation in which organizational representatives use multiple channels to communicate with customers.

Accepted Answer

A)   CIC
B)   CMA
C)   JIT
D)   SFAE) All of the above
F) C) and D)

Question 16

________ link(s)  business partners over ________ by providing them access to certain areas of each other's corporate ________.

Accepted Answer

A)   Extranets; the Internet; intranets
B)   Intranets; extranets; the internet
C)   The Internet; extranets; intranets
D)   The Internet; intranets; extranetsE) B) and C)
F) A) and D)

Question 17

JIT shifts inventory downstream.

Accepted Answer

A) True 
 B)False

Question 18

Dell Computer uses the pull model.

Accepted Answer

A) True 
 B)False

Question 19

________ is the loss of a certain percentage of customers over time.

Accepted Answer

A)   Customer churn
B)   Customer life cycle
C)   Lifetime value
D)   Market capitalizationE) A) and B)
F) A) and C)

Question 20

What is NOT considered a benefit of near field communications?

Accepted Answer

A)   Consumers can shop where and when they want.
B)   Stores can better understand consumers' preferences.
C)   Stores can retain business instead of losing it to third party sellers via showrooming.
D)   Consumers can set prices for the goods they want to purchase.E) None of the above
F) A) and B)

Exam 11: CRM and SCM

Low-end CRM systems are designed for companies like Boeing because they only have a few, large customers.

Correct AnswerverifiedShow Answer

Flexe offers an SCM solution for businesses to compete with Amazon.

Correct AnswerverifiedShow Answer

Describe the CRM process. How does a company differentiate between a low- and high-value repeat customers? Why should customers be treated differently? How do you think customer touch points should be adjusted based on customer value?

Correct Answerverified1) Marketing efforts - solicit potential...View AnswerShow Answer

Amazon's fulfillment process is fully automated (no humans are involved) .

Correct AnswerverifiedShow Answer

________ are/is a customer-touching CRM application.

Correct AnswerverifiedShow Answer

________ link(s) business partners over ________ by providing them access to certain areas of each other's corporate ________.

Correct AnswerverifiedShow Answer

JIT shifts inventory downstream.

Correct AnswerverifiedShow Answer

___ refers to the ability of all organizations within a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes and transportation networks to their receiving docks.

Correct AnswerverifiedSupply cha...View AnswerShow Answer

________ is the loss of a certain percentage of customers over time.

Correct AnswerverifiedShow Answer

You purchase the raw metal, glass, and leather to manufacture your new car from various suppliers. You are conducting business ________.

Correct AnswerverifiedShow Answer

________ is a CRM operation in which organizational representatives use multiple channels to communicate with customers.

Correct AnswerverifiedShow Answer

EDI increases _________.

Correct AnswerverifiedShow Answer

Analytical CRM systems provide ________ by analyzing customer behavior and perceptions.

Correct AnswerverifiedShow Answer

Tesco had multiple legacy systems prior to working with Splunk Enterprise to create a new CRM system.

Correct AnswerverifiedShow Answer

Analytical CRM systems are the input for operational CRM systems.

Correct AnswerverifiedShow Answer

It is really important that your customers are able to contact you anytime, anywhere, from any device. This suggests you should implement a(n) ________ CRM system.

Correct AnswerverifiedShow Answer

Flexe is the _______ of warehousing.

Correct AnswerverifiedShow Answer

What is NOT considered a benefit of near field communications?

Correct AnswerverifiedShow Answer

Over time, all organizations inevitably lose a percentage of customers, a process called ___.

Correct AnswerverifiedShow Answer

Dell Computer uses the pull model.

Correct AnswerverifiedShow Answer

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1) Marketing efforts - solicit potential...
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link(s) business partners over by providing them access to certain areas of each other's corporate .

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Supply cha...
View Answer

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