Introduction To Information Systems 4th Canadian Edition By Rainer – Test Bank
Chapter 11
Customer Relationship Management and Supply Chain Management
Question type: True/False
1) Over time, the customer relationship with vendors has become more personal.
Answer: False
Difficulty: Easy
Learning Objective: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.
Section Reference: 11.1 Defining Customer Relationship Management
AACSB: Information Technology
Bloomcode: Knowledge
2) Today, customers are becoming increasingly powerful.
Answer: True
Difficulty: Easy
Learning Objective: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.
Section Reference: 11.1 Defining Customer Relationship Management
AACSB: Information Technology
Bloomcode: Knowledge
3) The real problem with interacting with customers over the Web is that the company does not have an opportunity to make a good first impression in person.
Answer: True
Difficulty: Easy
Learning Objective: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.
Section Reference: 11.1 Defining Customer Relationship Management
AACSB: Information Technology
Bloomcode: Knowledge
4) CRM systems focus on marketing to masses of people.
Answer: False
Difficulty: Easy
Learning Objective: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.
Section Reference: 11.1 Defining Customer Relationship Management
AACSB: Information Technology
Bloomcode: Knowledge
5) CRM means that a company should interact with its customers as a group.
Answer: False
Difficulty: Easy
Learning Objective: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.
Section Reference: 11.1 Defining Customer Relationship Management
AACSB: Information Technology
Bloomcode: Knowledge
6) Properly designed CRM systems provide a single, enterprise-wide view of each customer.
Answer: True
Difficulty: Easy
Learning Objective: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.
Section Reference: 11.1 Defining Customer Relationship Management
AACSB: Information Technology
Bloomcode: Knowledge
7) In the past, customer data has been located all over the company, typically in the functional areas.
Answer: True
Difficulty: Easy
Learning Objective: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.
Section Reference: 11.1 Defining Customer Relationship Management
AACSB: Information Technology
Bloomcode: Knowledge
8) Tweets can be used as customer touch points.
Answer: True
Difficulty: Easy
Learning Objective: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.
Section Reference: 11.1 Defining Customer Relationship Management
AACSB: Information Technology
Bloomcode: Knowledge
9) Transactional CRM systems provide interactive communication with the customer throughout the organization.
Answer: False
Difficulty: Easy
Learning Objective: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.
Section Reference: 11.1 Defining Customer Relationship Management
AACSB: Information Technology
Bloomcode: Knowledge
10) For purposes of efficiency, customer data are best stored in the functional areas of the organization.
Answer: False
Difficulty: Easy
Learning Objective: Identify the primary functions of both customer relationship management (CRM) and collaborative CRM.
Section Reference: 11.1 Defining Customer Relationship Management
AACSB: Information Technology
Bloomcode: Knowledge
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