Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

Analytical CRM includes applications that​ ________.

analyze customer data for improving business performance

A​ ________ chain is a network of organizations for obtaining raw materials.

supply

Which of the following is NOT a challenge to the implementation of an​ ERP?

Dramatic reductions in inventory costs and order to delivery time

According to this​ video, which of the following statements is true regarding enterprise resource planning​ systems?

They integrate data with a centralized database. (Enterprise resource planning systems integrate data and information from all areas and departments of an organization using a centralized database.)

Enterprise applications have drawbacks mainly because they​ ________.

are very expensive to purchase and implement

Determining the revenue produced by a customer and comparing the revenue to the expenses of acquiring and taking care of the customer is called​ ________.

customer lifetime value

Some say that a​ firm's most valuable asset is its​ ________.

customer relationships

Customer relationship management applications that track Web sales and retail store sales are related to the​ ________ aspect of customer relationships.

sales

In an enterprise​ system, the integrated software modules that focus on quotes and order processing are related to​ ________.

sales and marketing

Incorporating applications that allow customers to chat with one another about company products is an example of​ ________.

social CRM

An example of​ ________ includes someone taking out a loan and then being sold a checking account as well.

​cross-selling

A supply chain management system using​ a(n) ________ model bases production schedules on forecasts.

​push-based

How do information systems support the activities in a supply​ chain?

By reducing inventory levels

A supply chain management system using​ a(n) ________ model bases production schedules on actual customer orders.

​pull-based

​Mary's company is implementing an ERP system to achieve which main business​ objective?

Improved decision making (An ERP system improves decision making by providing​ up-to-date data and information throughout the organization.)

SAP is an important vendor of​ ________.

enterprise software

In this video​ dramatization, Kevin describes which component of an ERP system that consolidates data from​ sales, marketing, and service​ departments?

Customer relationship management​ (CRM) (Customer relationship management​ (CRM) systems consolidate data and information from​ sales, marketing, and customer service departments.)

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.

​pull-based

In this​ video, Kevin describes​ _____ as a set of integrated software modules that support nearly all of their​ organization's business processes.

ERP (An enterprise resource planning​ (ERP) system is a set of integrated software modules that support key business processes.)

When demand for a product mistakenly gets distorted as it passes across the supply​ chain, it is called a​ ________.

bullwhip effect

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.

business intelligence

Customer relationship management primarily includes​ ________.

capturing and integrating customer data

As Kevin​ explains, _____ processes support activities in multiple departments and span an organization.

enterprise (Enterprise processes span an organization and support activities in multiple departments.)

​A(n) ________ makes values from a central database available for applications that support all an​ organization's internal business activities.

enterprise resource planning​ (ERP) system

In an enterprise​ system, the integrated software modules that focus on cash management and forecasting are related to​ ________.

finance and accounting

In an enterprise​ system, the integrated software modules that focus on payroll and benefits accounting are related to​ ________.

human resources

In an enterprise​ system, the integrated software modules that focus on procurement and inventory management are related to​ ________.

manufacturing and production

Customer relationship management applications that track campaign data are related to the​ ________ aspect of customer relationships.

marketing

Managers often maintain​ a(n) ________ as a buffer for uncertainty and unforeseen events.

safety stock

Customer relationship management applications that track social networking data are related to the​ ________ aspect of customer relationships.

service