• Question 1

0.5 out of 0.5 points

 CRM systems help fulfill prospect and customer responses and requests by doing all of the following except:
Selected Answer:  

Mailing out additional marketing materials

Answers:  

Mailing out additional marketing materials

 Providing product information
 Capturing relevant information for the CRM database
 Quickly scheduling sales contacts
  • Question 2

0.5 out of 0.5 points

 Optimize plans and schedules while considering resource, material, and dependency constraints is an outcome of the _______________ SCM function.
Selected Answer:  

collaborative manufacturing

Answers:  supply chain design
 materials management
 collaborative fulfillment
 

collaborative manufacturing

  • Question 3

0.5 out of 0.5 points

 Which of the following has been a major cause of failure in ERP projects?
Selected Answer:  

All of the choices are correct.

Answers: Business managers and IT professionals underestimating the complexity of the planning, development, and training needed
 Trying to do too much too fast
 Insufficient training in the new work tasks required by the ERP system
 

All of the choices are correct.

  • Question 4

0.5 out of 0.5 points

 _______________ is the technological backbone of e-business, an enterprise-wide transaction framework with links into sales order processing, inventory management and control, production and distribution planning, and finance.
Selected Answer:  

Enterprise resource planning

Answers:  

Enterprise resource planning

 Supply chain management
 Electronic data interchange
 Partner relationship management
  • Question 5

0.5 out of 0.5 points

A typical dissatisfied customer will tell _______________ about his or her experience.
Selected Answer:  

8 to 10 people

Answers:  

8 to 10 people

 nobody
 everyone he/she knows
 2-4 people
  • Question 6

0.5 out of 0.5 points

 Siebel Systems, Oracle, PeopleSoft, SAP AG, and Epiphany are some of the leading vendors of __________ software.
Selected Answer:  

CRM

Answers:  ERP
 

CRM

 PRM
 All of the choices are correct.
  • Question 7

0.5 out of 0.5 points

 _______________ involves the electronic exchange of business transaction documents over the Internet and other networks between supply chain trading partners (organizations and their customers and suppliers).
Selected Answer:  

Electronic data interchange

Answers: Data exchange
 Intranets
 

Electronic data interchange

 Data interchange
  • Question 8

0.5 out of 0.5 points

 Enterprise resource planning is recognized as a necessary ingredient that many companies need in order to:
Selected Answer:  

Gain the efficiency, agility, and responsiveness required to succeed in today’s dynamic business environment

Answers:  

Gain the efficiency, agility, and responsiveness required to succeed in today’s dynamic business environment

 Maximize their marketing dollars
 Reduce inventory levels
 Hold onto competent employees in a competitive environment
  • Question 9

0.5 out of 0.5 points

ERP systems can provide vital cross-functional information on business performance to managers in a very timely manner. This describes the key business benefit of:
Selected Answer:  

Decision support

Answers:  Enterprise agility
 

Decision support

Decreased costs
 Quality and efficiency
  • Question 10

0.5 out of 0.5 points

 Because each supply chain process should add value to the products or services a company produces, a supply chain is frequently called a __________ chain.
Selected Answer:  

value

Answers: process
 service
 product
 

value

  • Question 11

0.5 out of 0.5 points

 _______________ systems store customer account data in common databases and then make it available throughout a company via Internet, intranet, or other network links.
Selected Answer:  

Customer Relationship Management (CRM)

Answers: Enterprise Resource Planning (ERP)
Supply Chain Management (SCM)
 

Customer Relationship Management (CRM)

Knowledge Management (KM)
  • Question 12

0.5 out of 0.5 points

 Companies in stage _____ of a supply chain management implementation concentrate on making improvements to internal supply chain processes and external processes and relationships with suppliers and customers.
Selected Answer:  

one

Answers:  

one

 two
 three
 four
  • Question 13

0.5 out of 0.5 points

 Enterprise resource planning software for a manufacturing company will typically process data from _______________.
Selected Answer:  

sales, inventory, shipping, and invoicing, as well as from forecasts for raw material and human resources

Answers: sales orders and inventory
 

sales, inventory, shipping, and invoicing, as well as from forecasts for raw material and human resources

 accounts receivable and payable
 none of the choices are correct.
  • Question 14

0.5 out of 0.5 points

 The goal of SCM is to create a fast, efficient, and low-cost network of business relationships, or a _______________, to get a company’s products from concept to market.
Selected Answer:  

supply chain

Answers:  

supply chain

 service chain
 product chain
 relationship chain
  • Question 15

0.5 out of 0.5 points

 CRM systems help marketing professionals do all of the following except:
Selected Answer:  

Build up-to-date marketing brochures

Answers: Qualify leads for targeted marketing
 Schedule direct marketing mailings
 Track direct marketing mailings
 

Build up-to-date marketing brochures

  • Question 16

0.5 out of 0.5 points

 Of the typical costs associated with implementing a new ERP system, _______________ is the lowest.
Selected Answer:  

hardware

Answers:  

hardware

 software
 data conversions
 reengineering
  • Question 17

0.5 out of 0.5 points

 It costs _______________ to sell to a new customer than it does to sell to an existing one.
Selected Answer:  

six times more

Answers:   twice as much
 the same amount
 

six times more

 half as much
  • Question 18

0.5 out of 0.5 points

 Managing the full range of the customer relationship involves two related objectives: (1) providing the organization and all customer-facing employees with a single, complete view of every customer at every touch and across all channels, and (2) providing _________________________.

 

 

 
Selected Answer:  

 

  customers with a single, complete view of the company and its extended channels

 

Answers:  

  suppliers with a single, complete view of the internal workings of the company

 

  distributors with a single, complete view of the company and its extended channels

 

 

 

  customers with a single, complete view of the company and its extended channels

 

 

  customers, suppliers, and investors with a complete view of the internal workings of the company
  • Question 19

0.5 out of 0.5 points

 CRM software uses information technology to create an enterprisewide system that integrates and automates many of the _______________ processes with which customers interact.
Selected Answer:  

All of the choices are correct.

Answers: sales
 customer-serving
marketing
 

All of the choices are correct.

  • Question 20

0.5 out of 0.5 points

 Fundamentally, _______________ helps a company get the right products to the right place at the right time, in the proper quantity, and at an acceptable cost.
Selected Answer:  

supply chain management

Answers: customer relationship management
 

supply chain management

electronic data interchange
 partner relationship management