In order to achieve maximum benefit from an enterprise software package, a business should: |
change the way it works to match the software’s business processes. |
A build-to-order supply-chain model is also called a ________ model. |
demand-driven |
________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners. |
PRM |
Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other. |
e-business suites |
The business value of an effective supply-chain management system includes all of the following except: |
increased inventory levels. |
Which of the following customer relationship management applications provides analysis of customer data? |
Analytical CRM |
Which of the following manages the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner? |
Supply chain execution system |
Customer service modules in CRM systems provide tools for: |
assigning and managing customer service requests. |
Data from which of the following is not used as an input by analytical CRM applications? |
CLTV |
Which of the following enables a firm to generate demand forecasts for a product, and to develop sourcing and manufacturing plans for that product? |
Supply chain planning system |
________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation. |
ERM |
Which of the following is not an example of inefficiencies in the supply chain? |
High switching costs |
A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished products to customers is called a(n): |
supply chain. |
________ management is an important capability for customer service processes that is found in most major CRM software products. |
Returns |
Operational CRM applications include tools for all of the following except: |
calculating CLTV. |
Which supply chain planning function determines how much product is needed to satisfy all customer demands? |
Demand planning |
SFA modules in CRM systems provide tools for all of the following except: |
managing customer service requests. |
Components or parts of finished products are referred to as: |
downstream materials. |
Concurrent supply chains are made possible by which technology? |
The Internet |
Marketing modules in CRM systems provide tools for all of the following except: |
assigning and managing customer service requests. |
Customer relationship management systems typically provide software and online tools for sales, customer service, and: |
marketing. |
The Warehouse Management System used by Haworth Incorporated is an example of which of the following? |
Supply chain execution system |
A ________ is a method of interaction with a customer, such as telephone or customer service desk. |
touch point |
The bullwhip effect can be countered by: |
reducing information uncertainty. |
Which of the following is not true about global supply chains? |
Global supply chains are no different from domestic supply chains. |
A scheduling system for minimizing inventory by having components arrive exactly at the moment they are needed and finished goods shipped as soon as they leave the assembly line best describes a ________ strategy. |
just-in-time |
Which of the following provides a suite of integrated software modules for finance and accounting, human resources, manufacturing and production, and sales and marketing that allows data to be used by multiple functions and business processes? |
ERP systems |
Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems. |
planning; execution |
Supply chain execution systems provide all of the following functions except: |
generating demand forecasts for products. |
A supply chain driven by actual customer orders or purchases follows a ________ model. |
pull-based |
Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain? |
Safety stock |
Enterprise application vendors are now including ________ features such as tools for data visualization, flexible reporting, and ad hoc analysis as part of the application. |
business intelligence |
The measurement of the number of customers who stop using or purchasing products or services from a company is called: |
churn rate. |
A distortion of information about the demand for a product as it passes from one entity to the next across the supply chain is called the ________ effect. |
bullwhip |
Which of the following refers to a company’s suppliers, supplier’s suppliers, and the processes for managing relationships with them? |
Upstream portion of the supply chain |
Which of the following tools is used to analyzing customer buying patterns? |
Analytical CRM |
Which of the following would not be considered a contact point? |
Intranet |
Which of the following is not true about enterprise systems? |
Enterprise software is expressly built to allow companies to mimic their unique business practices. |
________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation. |
Operational |
________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services. |
SFA |
You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take? |
Select the functions of the system you wish to use. |
Which of the following is not an example of a next-generation enterprise application? |
i2 Technologies |
Which of the following statements about enterprise applications is not true? |
Enterprise applications are best implemented when few changes in business processes are required. |
Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business? |
Middleware |
Enterprise software is built around thousands of predefined business processes that reflect: |
best practices. |
CRM systems help businesses achieve which of the following business objectives? |
Enhanced customer intimacy |
Supply chain planning systems: |
identify the transportation mode to use for product delivery. |
Manufacturing and production processes include all of the following except: |
product configuration. |
Which of the following refers to a company’s organizations and processes for distributing and delivering products to its final customers? |
Downstream portion of the supply chain |
Selling a customer with a checking account a home improvement loan is an example of: |
cross-selling. |
Why isn’t overstocking warehouses an effective solution for a problem of low availability? |
It increases inventory costs. |
Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products? |
Lead management |
CLTV |
customer lifetime value (CLTV): Difference between revenues produced by a specific customer and the expenses for acquiring and servicing that customer minus the cost of promotional marketing over the lifetime of the customer relationship, expressed in today’s dollars. |
Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company? |
CLTV |
HW 9
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