Chapter 9 MNGT Test Review
CRM systems typically provide software and online tools for sales, customer service, and: A) marketing. B) account management. C) advertising. D) public relations. E) human resources.
A
Distribution and delivery of products to retailers is part of the: A) downstream portion of the supply chain. B) external supply chain. C) upstream portion of the supply chain. D) supplier's internal supply chain. E) intermediate portion of the supply chain.
A
In a ________ strategy, components arrive exactly at the moment they are needed and finished goods are shipped as soon as they leave the assembly line. A) just-in-time B) frictionless C) bullwhip D) safety-stock E) streamlined
A
A ________ is an interaction with a customer. A) point of presence B) touch point C) sales point D) client channel E) point of service
B
A distortion of information about the demand for a product as it passes from one entity to the next across the supply chain is called the ________ effect. A) network B) bullwhip C) ripple D) whirlpool E) diffraction
B
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): A) distribution channel. B) supply chain. C) value chain. D) marketing channel. E) information system.
B
Which of the following provides a suite of integrated software modules and a common central database that allows data to be used by multiple functions and business processes? A) Process management software B) ERP systems C) Groupware D) CRM software E) Supply chain management systems
B
) Enterprise software is built around thousands of predefined business processes that reflect: A) government regulations. B) industry benchmarks. C) best practices. D) cutting edge workflow analyses. E) the firm's culture
C
A supply chain driven by forecasts or best guesses of consumer demand follows a(n) ________ model. A) pull-based B) build-to-order C) push-based D) demand -driven E) optimized
C
Enterprise systems improve management decision making in all the following ways except: A) providing up-to-the-minute data on sales, inventory, and production. B) providing more accurate sales and production forecasts. C) improving forecasts of consumer behavior. D) implementing standard definitions and formats worldwide. E) determining the profitability of products.
C
Which supply chain planning function determines how much product is needed to satisfy all customer demands? A) Distribution management B) Replenishment planning C) Demand planning D) Order planning E) Customer planning
C
A supply chain driven by actual customer orders is called a ________ model. A) supply-based B) build-to-stock C) replenishment-driven D) pull-based E) market-driven
D
The ________ includes a company's suppliers, the suppliers' suppliers, and the processes for managing relationships with them? A) supplier's internal supply chain B) logistics supply chain C) downstream portion of the supply chain D) upstream portion of the supply chain E) intermediate portion of the supply chain
D
CRM systems help businesses achieve which of the following business objectives? A) Automated accounting processes B) Automated production forecasts C) Faster time to market with new products and services D) Enhanced supplier intimacy E) Enhanced customer intimacy
E
Selling a customer with a checking account a home improvement loan is an example of: A) operational CRM. B) direct marketing. C) sales force automation. D) cross-channel promotions. E) cross-selling.
E
The business value of an effective supply chain management system includes all of the following except: A) faster time to market. B) cost reduction. C) supply matched to demand. D) improved delivery service. E) increased inventory levels.
E
Cross-selling is the marketing of products to different customers. True or False
False
Firms in the supply chain develop safety stocks in order to reduce the cost of inventory. True or Flase
False
The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers. True or False
False
Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources. True or False
True
CRM software incorporates hundreds of business processes. True or False
True
Churn rate is an important indicator of the growth or decline of a company's customer base. True or False
True
Enterprise applications are based on organization-wide definitions of data. True or False
True
Managing a global supply chain is more complex than managing a domestic supply chain. True or False
True
Organizations can rewrite enterprise system software to support their existing business processes. True or False
True
Supply chain planning systems enable the firm to model its existing supply chain. True or False
True
