Question : 41. Which of the following statements about customer relationship management (CRM) : 1295712

41. Which of the following statements about customer relationship management (CRM) is false? 
A. It is often facilitated by ERP systems.
B. It can point out opportunities to take advantage of external but not internal linkages.
C. It allows an organization to manage the entire life cycle of its customer relationships.
D. It allows an organization to serve its customers better.

42. Which of the following would be the least likely to be found when a company customizes its business to its customers? 
A. Providing special services to a customer.
B. Customizing the order process.
C. Developing a new product specifically for a certain customer.
D. Automating customer support so that all customers receive the same information.

43. The cost dimension of activity-based management focuses on: 
A. which activities are performed.
B. why certain activities are performed.
C. improving the accuracy of cost information.
D. how well certain activities are performed.

44. Which of the following statements about activity-based management (ABM) is true? 
A. It is the same as activity-based costing (ABC).
B. It focuses solely on answering the following questions – what activities are performed, why are they performed, and how well they are performed.
C. It is less helpful than in years past in helping companies to create and maintain a competitive advantage.
D. It has two dimensions – a process dimension and a cost dimension.

45. Which of the following is a goal of activity-based management (ABM)? 
A. To allocate overhead costs to products based on the activities that drive those costs.
B. To increase non-value added costs.
C. To eliminate most overhead costs.
D. To eliminate activities that do not add value to goods and services.

46. In order to identify and eliminate non-value-added activities and costs, companies may implement: 
A. activity-based costing (ABC).
B. activity-based management (ABM).
C. process costing.
D. traditional job costing.

47. The primary goal of activity-based management (ABM) is to: 
A. coordinate supplier activities with the company’s activities.
B. manage employee productivity.
C. lower customer service activities as much as possible.
D. identify and eliminate activities and costs that do not provide value to goods and services.

48. The term used to describe a linked set of value-creating activities is called: 
A. activity-based management.
B. activity-based costing.
C. value chain.
D. overhead allocation.

49. Which of the following would be the best example of a non-value-added activity? 
A. Customer service
B. Product delivery
C. Storage of materials
D. Research and development

50. Which of the following is true regarding activity-based management (ABM)? 
A. Its benefits are often realized overnight.
B. It attempts to eliminate value-added activities.
C. Minimal cooperation between the company and top management is required.
D. It requires a long-term commitment by management.

51. Which of the following statements is true regarding non-value-added activities? 
A. They can be eliminated but the quality of the product is affected.
B. They occur only at the end of the production process.
C. They will never exist if a company uses a just-in-time (JIT) production process.
D. They cause costs to be incurred.