Mgmt 382 ch 8

What is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability?

CRM Customer relationship management

What helps an organization segment their customers into categories such as best and worst customers?

CRM analysis technologies

CRM ___________ technologies help organizations predict customer behavior, such as which customers are at risk of leaving.

CRM predcitng technologies

What helps an organization identify their customers across other applications?

CRM reporting technologies

Select the three operational CRM technologies for a customer service department.

Call scripting contact center web based self service

_______ management systems guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

Campaign

What is an artificial intelligence program that simulates interactive human conversation by using key precalculated user phrases and auditory or text-based signals?

Chat bot

What allows every department of a company to store and retrieve information in real time, allowing information to be more reliable and accessible?

Common data repository

____-aided design/computer-aided manufacturing systems are used to create the digital designs and then manufacture the products.

Computer

What systems are used to create the digital designs and then manufacture the products?

Computer-aided design/computer-aided manufacturing (CAD/CAM)

A(n) ________ management CRM system maintains customer contact information and identifies prospective customers for future sales, using tools such as organizational charts, detailed customer notes, and supplemental sales information.

Contact

elect the two terms representing a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone

Contact center Call center

_______ ERP components are the traditional components included in most ERP systems and primarily focus on internal operations.

Core

_____ to grave provides logistics support throughout the entire system or life of the product.

Cradle

Select two ways an effective and efficient supply chain management system impacts Porter's Five Forces.

Create entry barriers to reduce the threat of new entrants. Increase its supplier power

_____ relationship management is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Customer

______ service and support is a part of operational CRM that automates service requests, complaints, product returns, and information requests.

Customer

What involves gathering, classifying, comparing, and studying customer data to identify buying trends, at-risk customers, and potential future opportunities?

Customer analysis

What is a metric that represents the total net profit a company makes from any given customer?

Customer lifetime value

What is calculated by subtracting the cost of acquiring and serving a customer from the revenue gained from the customer and takes into account statistics such as customer expenditures per visit and the total number of visits?

Customer lifetime value

What measures the customer's worth over a specific period of time?

Customer profitability

What divides a market into categories that share similar attributes such as age, location, gender, habits, and so on?

Customer segmentation

What is a part of operational CRM that automates service requests, complaints, product returns, and information requests?

Customer service and support

What is the integration of data from multiple sources, which provides a unified view of all data?

Data integration

____ supply chain fully capitalizes on connectivity, system integration, and the information-producing capabilities of smart devices

Digital

Select the four extended ERP components.

Ebusiness Business intelligence Customer relationship management (CRM) Supply chain management (SCM)

_________ data interchange is a standard format for the electronic exchange of information between supply chain participants.

Electronic

integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so employees can make decisions by viewing enterprise wide information about all business operations.

Enterprise Resource Panning (ERP)

What provides enterprise wide support and data access for a firm's operations and business processes?

Enterprise systems

____ ERP components are the extra components that meet organizational needs not covered by the core components and primarily focus on external operations.

Extended

A(n) ____________ integration sends information entered into a given system automatically to all downstream systems and processes

Forward

Match the logistics term on the leftterm-22 with the correct definition on the right.

Inbound Logistics- Acquires raw materials and resources and distributes them to manufacturing as required

Match the logistics term on the left with the correct definition on the right.

Inbound logistics- Acquires raw materials and resources and distributes them to manufacturing as required. Outbound logistics- Distributes goods and services to customers.

What allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems?

Integrations

Business Processes or Workflows- Software can be customized to support the needs of business process workflows unique to each business or department Code Modifications- The most expensive customization occurs when application code is changed and should only be done if the code changes provide specific competitive advantages

Integreations- Data integration is key for business process support that spans functional areas and legacy systems. Reports, DOcuments, FOrms -Customization to reports, documents, and forms can consist of simple layout or design changes or complex logic programming rules for specific business requirements. User- Interface Changes- An ERP system can be customized to ensure that each user has the most efficient and effective view of the application.

What compiles customer information from a variety of sources and segment it for different marketing campaigns?

List generators

Logistics Procurement Material Management

Logistics - Processes that control the distribution, maintenance, and replacement of materials and personnel to support the supply chain. Procurement- Purchasing of goods and services to meet the needs of the supply chain. Material Management- Activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution and warehousing

_____ is a community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable.

Makerspace

Select the three main business processes achieved by SCM.

Materials flow from suppliers and their upstream suppliers at all levels. Materials are transformed into semifinished and finished products—the organization's own production processes. Products are distributed to customers and their downstream customers at all levels.

What includes several different types of software that sit between and provide connectivity for two or more software applications.?

Middleware

What are the two key components of an ERP system?

Module software design Common data repository

Select the three primary CRM technologies for a sales department.

Opportunity Management CRM system Contact management CRM system Sales management CRM systems

Supply chain activity: Plan Source Make Deliver Return

Plan- Prepare to manage all resources required to meet demand Source- Build relationships with suppliers to procure raw materials Make- Manufacture products and create production schedules Deliver- Plan for transportation of goods to customers Return- Support customers and product returns

Match the supply chain management disruptive technology on the left with its correct definition on the right.

3D Printing - A process that builds— layer by layer in an additive process- a three dimensional solid object from a digital model RFID- Uses electronic tags and labels to identify objects wirelessly over short distances Drones- An unmanned aircraft that can fly autonomously, or without a human Robotics- Focus on creating artificial intelligence devices that can move and react to sensory input

What promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag?

RFID Electronic product Center

What uses electronic tags and labels to identify objects wirelessly over short distances?

Radio-frequency identification (RFID)

________ Pi is a low cost, credit-card sized computer that plugs into a computer monitor or TV and uses a standard keyboard and mouse.

Raspberry

What are the three components of the RFM formula?

Recency, frequency, monetary value

What involves gathering, classifying, comparing, and studying company sales data to analyze product cycles, sales pipelines, and competitive intelligence?

Sales analytics

What automatically tracks all the steps in the sales process?

Sales force automation

Sequence the players in a typical supply chain starting with suppliers and ending with customers' customers.

Supplier, Manufacturer, Distributor, Retailer, Customer, Customers' customer

Select the three primary enterprise systems.

Supply chain management Customer relationship management Enterprise resource planning

Select the three types of supply chain optimization models.

Supply chain optimization Inventory optimization Transportation and logistics optimization

Supply chain optimization Inventory optimization Transportation and Logistics Optimization

Supply chain optimization- Defines, recommends, and sets flexible supply chain strategies based on an organization's operations and resources. Inventory Optimization- Provides visibility across inventory levels throughout the entire supply chain—holistically. Transportation and Logistics Optimization- Focuses on the efficient movement of products through effective transportation management by evaluating multiple transportation modes, carriers, routes, shipping strategies, and support to find the lowest cost combination.

What is the ability to view all areas up and down the supply chain in real time?

Supply chain visibility

_____ modeling is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

Uplift

What system allows customers to use the web to find answers to their questions or solutions to their problems?

Web based self service systems

The _________ effect occurs when distorted product-demand information ripples from one partner to the next throughout the supply chain.

bullwhip

______ scripting systems gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

call

A supply ________ consists of all parties involved, directly or indirectly, in obtaining raw materials or a product.

chain

Sales analytics involves gathering, classifying, comparing, and studying company sales data to analyze product cycles, sales pipelines, and _________ intelligence.

competitive

What system maintains customer contact information and identifies prospective customers for future sales, using tools such as organizational charts, detailed customer notes, and supplemental sales information?

contact management CRM

What is selling additional products or services to an existing customer?

cross selling

Select the three primary areas of operational CRM technologies for a marketing department.

cross selling and upsetting Campaign management list generator

What splits the ERP functions between an on-premises ERP system and one or more functions handled as Software as a Service in the cloud?

hybrid

__ virtual agent is an animated, humanlike graphical chatbot commonly displayed on website home pages and advertisement landing pages

intelligent

What is an old system that is fast approaching or beyond the end of its useful life with in an organization?

legacy system

The _________ movement is a cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things.

maker

What divides the system into a set of functional units (named modules) that can be used independently or combined with other modules for increased business flexibility?

module software systems

What combines data from different channels into one holistic view of the customer and analyzes the data for insights on customer segmentation, demographics, spending, etc?

omnichannel

What includes a server at a physical location using an internal network for internal access and firewalls for remote users' access?

on premise system

______ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

operational

What targets sales opportunities by finding new customers or companies for future sales?

opporntuity management CRM system

_____ management CRM systems target sales opportunities by finding new customers or companies for future sales.

opportunity

Which stage of CSM evolution asks the question, "What customers are at risk of leaving?"

predicting

RFID's Electronic _______ Code promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag.

product

What modifies existing software according to the business's or user's requirements?

software customization

Click-to-__________ functions, which allow customers to click on a button and talk with a representative via the Internet.

talk

4D printing is additive manufacturing that prints objects capable of transformation and self-assembly. When using 3D printing, a product is printed and then manually assembled. With the invention of 4D printing, a product will be printed and then be capable of changing form or self-assembling with minimal human interaction.

true

___-selling is increasing the value of the sale.

up selling

Which of the following are core ERP components?

Accounting and finance HR Production and materials management

____ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Analytial

Enterprise ________ integration connects the plans, methods, and tools aimed at integrating separate enterprise systems.

Application

What is the integration of a company's existing management information systems?

Application integration

Automatic call distribution Interactive voice response- Predictive dialing -

Automatic call distribution- Routes inbound calls to available agents. Interactive voice response- Directs customers to use touch-tone phones or keywords to navigate or provide information. Predictive dialing - Automatically dials outbound calls and forwards answered calls to an available agent.

back order, inventory cycle time, customer order cycle time, inventory turnover

Back order- An unfilled customer order for a product that is out of stock Inventory cycle time: the time it takes to manufacture a product and deliver it to the retailer. Customer order cycle time Inventory turnover: The frequency of inventory replacement

A(n) __________ integration sends information entered into a given system automatically to all upstream systems and processes.

Backward

Customer analytics involves gathering, classifying, comparing, and studying customer data to identify _______ trends, at-risk customers, and potential future opportunities.

Buying