MIS Chapter 9
Which of the following customer relationship management applications provides analysis of customer data?
Analytical CRM
Which of the following refers to a company's suppliers, supplier's suppliers, and the processes for managing relationships with them?
Customer service modules in CRM systems provide tools for:
Which supply chain planning function determines how much product is needed to satisfy all customer demands?
Demand planning
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
________ modules deal with issues such as setting objectives, employee performance management, and performance-based 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
CRM systems help businesses achieve which of the following business objectives?
Enhanced customer intimacy
Which of the following is not true about global supply chains?
Global supply chains are no different from domestic supply chains.
Why isn't overstocking warehouses an effective solution for a problem of low availability?
It increases inventory costs.
________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.
Operational
________ modules use many of the same data, tools, and systems as CRM 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
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
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.
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.
A build-to-order supply-chain model is also called a ________ model.
demand-driven
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:
increased inventory levels.
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
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.
