Question 1 of 10 10.0 Points
Firms can safeguard customer information by doing which of the following?:
A.Allow customers to opt-in and out of mailing lists
B.Allow customers to access their accounts online to view information collected about
themselves
C.Both A & B
D.None of these
Answer Key: C
Question 2 of 10 10.0 Points
Which of the following are required elements of an effective CRM initiative?
A.Sending out promotional materials via e-mails and traditional mail to a large random group of
a potential customers
B.Segmenting customers
C.Preserving a traditional sales force that communicates with the supply-chain via a traditional
paper document/contract system
D.Preserving a traditional sales force that communicates with the supply-chain via a traditional
paper document/contract system
Answer Key: B
Question 3 of 10 10.0 Points
The application of ethical principles to business situations can be referred to as:
A.Business ethics
B.Social responsibility
C.Ethical Sourcing
D.Strategic Sourcing
Answer Key: A
Question 4 of 10 10.0 Points
Promoting diversity by intentionally buying from small firms or ethnic minority businesses. This is an
example of:
A.Supply base rationalization
B.Ethical sourcing
C.Sustainable sourcing
D.Supply base sourcing
Answer Key: B
Question 5 of 10 10.0 Points
Demands by customers for companies to become more ethically and environmentally focused have
placed added pressures on firms to improve their performance in supply chain management.
True
False
Answer Key: True
Question 6 of 10 10.0 Points
Customers of companies, using CRM applications, should not be concerned with their personal
information becoming compromised or being shared with other companies.
True
False
Answer Key: False
Question 7 of 10 10.0 Points
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.
True
False
Answer Key: True
Question 8 of 10 10.0 Points
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.
True
False
Answer Key: False
Question 9 of 10 10.0 Points
Training managers and users in the key customer contact areas can help the firm decide what
customizations to the CRM applications are required.
True
False
Answer Key: True
Question 10 of 10 10.0 Points
Safeguarding customer information is a legal and ethical responsibility for any company collecting,
processing, and transmitting sensitive customer data.
True
False
Answer Key: True
