Walmart and Procter & Gamble (P&G) implemented a
tremendously successful SCM system. The system linked Walmart's _________ centers directly to P&G's _____________ centers.
answer
Distribution; manufacturing
question
Which of the following is a common sales CRM metric?
answer
Number of new customers
question
Where would you find the customers' customer in a typical supply chain?
answer
Downstream
question
Which of the following is not one of the three main links in the supply chain?
answer
Materials flow from suppliers and their "downstream" suppliers at all levels
question
What made-to-order views can analytical CRM tools slice-and-dice customer information into?
answer
All of these: data warehouse, data mining, collaborative CRM system
question
What is the primary difference between contact management and opportunity management?
answer
Contact management deals with existing customers; opportunity management deals with new customers
question
What is the key word in ERP?
answer
Enterprise
question
Which of the following is not a valid way that a CRM system can collect information?
answer
Customer's personal computer
question
Which of the following is a common customer service CRM metric?
answer
Average time to resolution
question
Where would you find the suppliers' supplier in a typical supply chain?
answer
Upstream
question
Which of the following is not a current CRM trend?
answer
Distributor relationship management
question
Which of the following describes how customer service representatives answer customer inquiries and respond to problems through a number of different customer touch points?
answer
Contact Center
question
Which of the following questions represents a CRM analyzing technology question?
answer
Why did sales not meet forecasts?
question
Which of the following is a common marketing CRM metric?
answer
Cost per interaction by marketing campaign
question
Which of the following questions represents a CRM reporting technology example?
answer
What is the total revenue by customer?
question
Where would you find the manufacturer and distributor in a typical supply chain?
answer
In the middle
question
Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace?
answer
CRM
question
What can analytical CRM modeling tools discover?
answer
All of these
question
Which of the following questions represents a CRM predicting technology question?
answer
What customers are at risk of leaving?
question
Which of the following is not considered a feature in a contact center?
answer
Automatic predictive dialing
question
Which of the following statements is inaccurate?
answer
Most organizations invest in backward integrations only.
question
Which of the following is not one of the three main links in the supply chain?
answer
Materials flow from suppliers and their "downstream" suppliers at all levels
question
Where would you find the manufacturer and distributor in a typical supply chain?
answer
In the middle
question
Which of the following is not a current CRM trend?
answer
Distributor relationship management
question
Which of the following questions represents a CRM reporting technology example?
answer
What is the total revenue by customer?
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