Chapter 9

Which of the following customer relationship management applications provides analysis of customer data?

Analytical CRM

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

Analytical CRM

Which of the following is not an example of next-generation enterprise applications?

Apache Open for Business (OFBiz)

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?

Customer lifetime value

Which supply chain planning function determines how much product is needed to satisfy all customer demands?

Demand planning

From your reading of the chapter's opening case, which of the answers below is not a reason why Avon chose JDA's Manufacturing and Intelligent Fulfillment software?

Develop new products

________ software modules deal with setting employee objectives, performance, and compensation.

ERM

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

Which of the following is not a feature of next generation business intelligence applications?

Employee relationship management

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

Enhanced customer intimacy

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 is not true about enterprise systems?

Enterprise software is expressly built to allow companies to support their existing business practices.

Which of the following would not be considered a contact point?

Intranet

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

The difference between push- and pull-based models is summarized by which of the following slogans?

Make what we sell, not sell what we make.

Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?

Middleware

________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.

Operational

________ software modules seek to enhance collaboration between a company and its selling partners.

PRM

________ 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

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?

Safety stock

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 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

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

Concurrent supply chains are made possible by which technology?

The Internet

Which of the following refers to a company's suppliers, the suppliers' suppliers, and the processes for managing relationships with them?

Upstream portion of the supply chain

Customer service modules in CRM systems provide tools for:

assigning and managing customer service requests.

Marketing modules in CRM systems provide tools for all of the following except:

assigning and managing customer service requests.

Enterprise software is built around thousands of predefined business processes that reflect:

best practices.

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

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

Selling a customer with a checking account a home improvement loan is an example of:

cross-selling.

To achieve the maximum benefit of a new ERP system, Tasty Baking implemented an enterprise system by:

customizing less than 5 percent of the enterprise system processes.

The total time it takes to complete a business process, from start to finish, is called its ________ time.

cycle

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

A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system.

execution

Supply chain execution systems provide all of the following functions except

generating demand forecasts for products.

Supply chain execution systems provide all of the following functions except:

generating demand forecasts for products.

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

improved delivery service.

Enterprise systems improve management decision making in all the following ways except:

improving forecasts of consumer behavior.

Uncertainties in the supply chain often lead to:

increases in inventory across all tiers.

In the supply chain, components or parts are referred to as:

intermediate products.

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

SFA modules in CRM systems provide tools for all of the following except:

managing customer service requests

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

marketing.

Distribution and delivery of products to retailers is part of the:

midstream portion of the supply chain.

Major CRM products typically have all of the following service capabilities except:

order management.

From your reading of the Soma Bay case study, the company implemented JD Edwards Enterprise One to solve all of the following problems except:

overtaxing of its data centers.

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.

planning; execution

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

pull-based

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

pull-based

Walmart's continuous replenishment system is an example of a(n) ________ model.

pull-based

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

push-based

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

raw materials

The bullwhip effect can be countered by:

reducing information uncertainty

Coca-Cola implemented enterprise software from Oracle that enabled it to achieve all of the following except:

reducing the number of employees.

Using social networking tools to converse with customers is called:

social CRM

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.

A ________ is an interaction with a customer, such as telephone or customer service desk.

touch point

Supply chain planning systems perform all of the following functions except:

track the physical status of goods.