Quiz 9
All CRM packages contain modules for PRM and ERM.
False
In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products.
False
It is less expensive to sell a product to a new customer than to an existing customer.
False
Operational CRM uses a customer data warehouse and tools to analyze customer data collected from the firm's customer touch points and from other sources.
False
Safety stock acts as an inexpensive buffer for the lack of flexibility in the supply chain.
False
Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.
False
The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.
False
To model its existing supply chain and develop optimal manufacturing plans, a firm should implement a supply chain execution system.
False
With new flows of information made possible by web-based tools, supply chain management can more easily follow a push-based model.
False
A company having difficulty with timely delivery of parts to its manufacturing plants should look to implementing a supply chain execution system.
True
A company's supply chain describes how raw materials are transformed into finished products and shipped to retailers and customers.
True
An enterprise system can help reduce redundant business processes.
True
CRM software can help organizations identify high-value customers for preferential treatments.
True
Cross-selling markets complementary products to customers.
True
Enterprise applications introduce switching costs.
True
Enterprise systems include analytical tools.
True
Enterprise systems require fundamental changes in the way the business operates.
True
In the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.
True
Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.
True
Major CRM application software vendors include Oracle and SAP.
True
Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs.
True
Supply chain management systems are a type of enterprise system.
True
The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.
True
The downstream portion of the supply chain includes retailers and customers.
True
Total supply chain costs in some industries approach 75 percent of the total operating budget.
True
ERM
electronic records management (ERM): Policies, procedures, and tools for managing the retention, destruction, and storage of electronic records.; employee relationship management (ERM): Software dealing with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training.
PRM
partner relationship management (PRM): Automation of the firm's relationships with its selling partners using customer data and analytical tools to improve coordination and customer sales.
