SCM chapter 10 Questions with 100%
Correct Answers
1. While a company's Internet presence may be desirable for finding
information or conducting product transfers, touching products and talking
face-to-face with company representatives remains an integral part of the
supplier-customer interface. Correct Answer: T
2. While a well planned and organized CRM plan can be extremely useful in
developing effective and efficient marketing programs for retailers, they are not
particularly helpful for manufacturing companies like GM since their touches
with the customer are few. Correct Answer: F
3. According to the text, customer relationship management refers to building
and maintaining profitable long-term customer relationships. Correct Answer: T
4. Through the use permission marketing programs, customers are allowed to
select the type of communications companies can make with them. Actually,
customers can even choose to be completed eliminated from both e-mail and
traditional mailing lists. Correct Answer: T
5. Up until now CRM has been very effective for most companies because it has
focused on building customers' trust and loyalty, ultimately building a strong
relationship with the customer through programs that make it easy for the
customer to return products and get information from people inside the
organization. Correct Answer: F
6. Because integrated supply chains require good suppliers to act as good
supply-chain customer partners, CRM programs should include first-tier customer
training and education to ensure proper use of purchase products. Correct
Answer: T
,7. Segmenting customers on the basis of things like products purchased, sales
history, demographic information, and desired product features can dilute the
results of a CRM program; segmenting customers should be avoided. Correct
Answer: F
8. Cross-selling is a term used when customers are sold additional products as
the result of an initial purchase. Correct Answer: T
9. When web sites suggest other items for purchase based on already
purchased items, this is an example of Clickstream Selling. Correct Answer: F
10. As customers navigate through a website CRM software can record and
analyze the customer's clickstream so website images and ads can be tailored
to the needs and desires of that individual customer. Correct Answer: T
11. Sales force automation products help salespeople better manage their
accounts, their business opportunities, and communications while away from
the office. Correct Answer: T
12. Cloud computing is a term used to describe how a customer navigates a
website. Correct Answer: F
13. Some of the ways customers evaluate the customer service capabilities of
an organization are through their experiences with human response call centers,
automated response call centers, and consumer web sites. Correct Answer: T
14. According to the text, poor planning is typically the cause for most
unsuccessful CRM initiatives. Correct Answer: T
15. The objectives of any CRM initiative should be focused on what the
company can reasonable achieve. Correct Answer: F
, 16. It is best to integrate information about and results relating to marketing
efforts like customer loyalty programs, frequent user cards, and credit card
applications within an organization. Integrating the efforts of these programs
between employees and an organization's IT systems (data warehouses) can
help managers make more informed customer-focused decisions. Correct
Answer: T
17. Future trends in CRM include coping with the delicate issue of privacy,
utilization of social media, and utilization of cloud computing. Correct Answer: T
18. In general, companies avoid social media sites since they rarely are able to
find useful information about customer opinions via blogs and social networking
sites. Correct Answer: T
19. Companies that provide on-demand applications are often referred to as
data warehouses. Correct Answer: F
20. Private clouds allow corporate users to internally manage their data centers.
Correct Answer: T
1. Which of the following statements about consumer focused
programs/initiatives is TRUE?
a.
Customers want additional support services and other offerings that add value
to their initial product or service purchases
b.
CRM programs are simple in that they involve treating customers properly and
making them feel valued
c.
Correct Answers
1. While a company's Internet presence may be desirable for finding
information or conducting product transfers, touching products and talking
face-to-face with company representatives remains an integral part of the
supplier-customer interface. Correct Answer: T
2. While a well planned and organized CRM plan can be extremely useful in
developing effective and efficient marketing programs for retailers, they are not
particularly helpful for manufacturing companies like GM since their touches
with the customer are few. Correct Answer: F
3. According to the text, customer relationship management refers to building
and maintaining profitable long-term customer relationships. Correct Answer: T
4. Through the use permission marketing programs, customers are allowed to
select the type of communications companies can make with them. Actually,
customers can even choose to be completed eliminated from both e-mail and
traditional mailing lists. Correct Answer: T
5. Up until now CRM has been very effective for most companies because it has
focused on building customers' trust and loyalty, ultimately building a strong
relationship with the customer through programs that make it easy for the
customer to return products and get information from people inside the
organization. Correct Answer: F
6. Because integrated supply chains require good suppliers to act as good
supply-chain customer partners, CRM programs should include first-tier customer
training and education to ensure proper use of purchase products. Correct
Answer: T
,7. Segmenting customers on the basis of things like products purchased, sales
history, demographic information, and desired product features can dilute the
results of a CRM program; segmenting customers should be avoided. Correct
Answer: F
8. Cross-selling is a term used when customers are sold additional products as
the result of an initial purchase. Correct Answer: T
9. When web sites suggest other items for purchase based on already
purchased items, this is an example of Clickstream Selling. Correct Answer: F
10. As customers navigate through a website CRM software can record and
analyze the customer's clickstream so website images and ads can be tailored
to the needs and desires of that individual customer. Correct Answer: T
11. Sales force automation products help salespeople better manage their
accounts, their business opportunities, and communications while away from
the office. Correct Answer: T
12. Cloud computing is a term used to describe how a customer navigates a
website. Correct Answer: F
13. Some of the ways customers evaluate the customer service capabilities of
an organization are through their experiences with human response call centers,
automated response call centers, and consumer web sites. Correct Answer: T
14. According to the text, poor planning is typically the cause for most
unsuccessful CRM initiatives. Correct Answer: T
15. The objectives of any CRM initiative should be focused on what the
company can reasonable achieve. Correct Answer: F
, 16. It is best to integrate information about and results relating to marketing
efforts like customer loyalty programs, frequent user cards, and credit card
applications within an organization. Integrating the efforts of these programs
between employees and an organization's IT systems (data warehouses) can
help managers make more informed customer-focused decisions. Correct
Answer: T
17. Future trends in CRM include coping with the delicate issue of privacy,
utilization of social media, and utilization of cloud computing. Correct Answer: T
18. In general, companies avoid social media sites since they rarely are able to
find useful information about customer opinions via blogs and social networking
sites. Correct Answer: T
19. Companies that provide on-demand applications are often referred to as
data warehouses. Correct Answer: F
20. Private clouds allow corporate users to internally manage their data centers.
Correct Answer: T
1. Which of the following statements about consumer focused
programs/initiatives is TRUE?
a.
Customers want additional support services and other offerings that add value
to their initial product or service purchases
b.
CRM programs are simple in that they involve treating customers properly and
making them feel valued
c.
