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| 1 | |
Information for customer relationship management (CRM) is captured from all customer touch-points, such as telephone, fax, e-mail, the company's website, retail stores, and personal contact. |
| | A) | True |
| | B) | False |
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| 2 | |
According to the Real World case, Forex Capital found an out-of-the-box CRM solution to meet its sales needs. |
| | A) | True |
| | B) | False |
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| 3 | |
According to the case in the text, large customers could have as many as 50 contacts within AlliedSignal. |
| | A) | True |
| | B) | False |
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| 4 | |
In a survey of senior management satisfaction with 25 management tools, CRM ranked near the top in satisfaction. |
| | A) | True |
| | B) | False |
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| 5 | |
PRM applications apply many of the same tools used in CRM systems to enhance collaboration between a company and its business partners. |
| | A) | True |
| | B) | False |
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| 6 | |
According to the textbook case, Home Depot made extensive use of SAP's consulting services, which resulted in a nearly flawless implementation. |
| | A) | True |
| | B) | False |
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| 7 | |
According to the Real World case, Tesco's new distribution method proved that a rapid-replenishment system triggered by the customer would not work in every retail format. |
| | A) | True |
| | B) | False |
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| 8 | |
According to the textbook case, Telefonica TSAI tapped into the sizable market of smaller businesses by offering free EDI service. |
| | A) | True |
| | B) | False |
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| 9 | |
According to the text case, CVS's store-level consumption is monitored via Web extranets and then replenished to an agreed-upon service level. |
| | A) | True |
| | B) | False |
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| 10 | |
According to the Real World case, a failed ERP system installation cost Agilent over $100 million in revenue. |
| | A) | True |
| | B) | False |
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