Bliss Final Review Chapter 9

Which of the following tools is used to analyze customer buying patterns?

Analytical CRM

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

CRM systems help businesses achieve which of the following business objectives?

Enhanced customer intimacy

All CRM packages contain modules for PRM and ERM.

False

Enterprise systems do not require fundamental changes in the way the business operates.

False

The business value of an effective supply chain management system includes all of the following except:

Increased inventory levels

Uncertainties in the supply chain often lead to:

Increases in inventory across all tiers

Customer relationship management systems typically provide software and online tools for sales, customer service, and:

Marketing

A supply chain driven by actual customer orders is called a ________ model.

Pull based

A supply chain driven by forecasts of consumer demand follows a ________ model.

Push-based

Using social networking tools to converse with customers is called:

Social CRM

Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources.

True

Before the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.

True

Enterprise systems are built around thousands of predefined business processes.

True

SCM systems require multiple organizations to share information and business processes.

True

Supply chain management systems are a type of enterprise system.

True

inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.

True

Why isn't overstocking warehouses an effective solution for a problem of low availability?

increases inventory costs