CIS Chapter 9
________ is the market leader in cloud-based CRM systems. A. Salesforce.com B. MySQL C. Google D. Oracle E. Microsoft
A. Salesforce.com
Enterprise systems include ________ tools for analyzing overall organizational performance. A. analytical B. Oracle C. SAP D. DDL E. instructional technology
A. analytical
Enterprise applications have drawbacks mainly because they ________. A. are very expensive to purchase and implement B. require the Internet C. use databases D. use both DDL and DML database statements E. require an Intranet
A. are very expensive to purchase and implement
Nike's distributors are ________ in the supply chain. A. downstream B. outside C. upstream D. owners E. optional
A. downstream
An example of ________ includes a company being sold infrastructure as a service (IaaS) at the same time they purchased software as a service (SaaS). A. cross-selling B. production selling C. knowledge selling D. cross join E. commission selling
A. cross-selling
________ avoid the problem of having databases in areas such as finance, human resources, sales and marketing, and manufacturing that are not capable of sharing information. A. Local area networks B. Enterprise resource planning (ERP) systems C. Quality control applications (QCA) D. Human resource systems (HRS) E. Data definition language (DDL)
B. Enterprise resource planning (ERP) systems
Determining the revenue produced by a customer and comparing the revenue to the expenses of acquiring and taking care of the customer is called ________. A. Internet value B. customer lifetime value C. enterprise system value D. sales value E. intranet value
B. customer lifetime value
The acronym CRM stands for ________. A. computer risk management B. customer relationship management C. computer relationship management D. creative retention of management E. customer relational media
B. customer relationship management
A(n) ________ makes values from a central database available for applications that support all of an organization's internal business activities. A. data display system (DDS) B. enterprise resource planning (ERP) system C. human resource system (HRS) D. quality control application (QCA) E. customer service application (CSA)
B. enterprise resource planning (ERP) system
SAP is the best-selling ________. A. database software B. enterprise software C. word processing software D. data mining software E. spreadsheet software
B. enterprise software
Customer relationship management applications that track campaign data are related to the ________ aspect of customer relationships. A. business intelligence B. marketing C. sales D. service E. processing
B. marketing
Customer relationship management applications that track social networking data are related to the ________ aspect of customer relationships. A. marketing B. service C. accounting D. sales E. database
B. service
The ________ strategy focuses on having components arriving exactly at the time they are needed. A. instructional design B. just-in-time C. ERD D. bullwhip E. software
B. just-in-time
A supply chain management system using a(n) ________ model bases production schedules on forecasts. A. information B. push-based C. pull-based D. data E. analytical
B. push-based
According to Panorama Consulting Solutions, in 2018, the average time to implement an ERP project is approximately ________. A. 7.4 years B. 7.4 months C. 17.4 months D. 1 month E. 17.4 years
C. 17.4 months
Which of the following is NOT a challenge to the implementation of an ERP? A. Changes in the project scope and customization B. Estimated amount of time needed for implementation C. Dramatic reductions in inventory costs and order to delivery time D. Estimated costs of implementation E. Required business process management and organizational learning
C. Dramatic reductions in inventory costs and order to delivery time
When demand for a product mistakenly gets distorted as it passes across the supply chain, it is called a ________. A. process error B. bull distortion C. bullwhip effect D. bulltrap effect E. process distortion
C. bullwhip effect
Managers often maintain a(n) ________ as a buffer during unforeseen events. A. support chain B. inventory multiplier C. safety stock D. just-in-case inventory E. database backup
C. safety stock
Customer relationship management applications that track social networking data are related to the ________ aspect of customer relationships. A. marketing B. business intelligence C. service D. sales E. processing
C. service
Unfortunately, enterprise applications fail to meet expectations ________ percent of the time. A. 100 B. 0 C. 10 D. 44 E. 25
D. 44 less than 50% of the time
Some ERP vendors include in-memory-computing technology that provides ________ tools for ad hoc analysis, what-if scenario analysis, and machine learning that analyzes very large data sets. A. metadata storage B. database security C. Internet of Things (IoT) D. business intelligence E. database triggering
D. business intelligence
Some say that a firm's most valuable asset is its ________. A. enterprise employee networks B. supply chain C. operations and manufacturing D. customer relationships E. enterprise resource planning information system
D. customer relationships
ERM software and CRM software ________. A. do not require complex databases B. are usually built on Mac servers C. rarely fail to meet expectations D. differ as ERM software focuses on employee issues E. are both currently concepts for the future with potential implementation around 2018.
D. differ as ERM software focuses on employee issues
A supply chain ________. A. is an internal connecting of operations, accounting, and marketing B. links customers to sale items C. is a network of business processes used to focus on customer service D. links suppliers, manufacturing plants, distribution centers, retail outlets, and customers E. includes only operations
D. links suppliers, manufacturing plants, distribution centers, retail outlets, and customers
Enterprise applications include high ________, making it difficult to change vendors. A. success rates B. meta data C. usage of analytics D. switching costs E. usage of cloud computing
D. switching costs
A supply chain management system using a(n) ________ model bases production schedules on actual customer orders. A. analytical B. data C. push-based D. pull-based E. information
D. pull-based
If a company produces a custom-made automobile only after a customer has placed an order, it is an example of a(n) ________ production model. A. push-based B. data C. analytical D. pull-based E. information
D. pull-based
Analytical CRM includes applications that ________. A. analyze accounting procedures B. analyze social media procedures C. analyze cloud computing procedures D. analyze operations data for ordering decisions E. analyze customer data for improving business performance
E. analyze customer data for improving business performance
In an enterprise system, the integrated software modules that focus on cash management and forecasting are related to ________. A. sales and marketing B. instructional technology C. human resources D. manufacturing and production E. finance and accounting
E. finance and accounting
In an enterprise system, the integrated software modules that focus on production capacity are related to ________. A. finance and accounting B. human resources C. instructional technology D. sales and marketing E. manufacturing and production
E. manufacturing and production
Customer relationship management applications that track Web sales and retail store sales are related to the ________ aspect of customer relationships. A. processing B. service C. business intelligence D. marketing E. sales
E. sales
Incorporating applications that allow customers to chat with one another about company products is an example of ________. A. operations CRM B. computer science CRM C. accounting CRM D. instructional CRM E. social CRM
E. social CRM
A ________ chain is a network of organizations for obtaining raw materials. A. database B. system network C. demand D. systems process E. supply
E. supply
Nike's contract suppliers are ________ in the supply chain. A. owners B. downstream C. optional D. outside E. upstream
E. upstream
An example of ________ includes someone taking out a loan and then being sold a checking account as well. A. production selling B. function selling C. knowledge selling D. cross-join E. cross-selling
E. cross-selling
