LSIS 5010 - Chapter 9

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Managers often maintain​ a(n) ________ as a buffer during unforeseen events

Safety stock

What is a touch point?

a method of interaction with a customer

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

cross-selling

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

By reducing inventory levels

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

_____________ systems consolidate data & information from​ sales, marketing, and customer service​ department

Customer relationship management​ (CRM)

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

ERP

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

ERP System

______________ processes span an organization and support activities in multiple departments.

Enterprise

_________________ systems integrate data and information from all areas and departments of an organization using a centralized database

Enterprise resource planning

In an enterprise​ system, the integrated software modules that focus on labor costs and job skills are related to​ ________.

Human resources

Which statement below best describes an enterprise system?

Large scale software that encompasses a whole company across many departments and business functions

Early supply chain management systems were based on​ a(n) ________ in which production master schedules were based on forecasts of demand for products.

Pushed-based model

Who are the leading enterprise software vendors?

SAP, Oracle, Infor Global Solutions, & Microsoft

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

Social CRM

What tools enable a business to connect customer conversations and relationships from certain types of Web sites to CRM​ processes?

Social CRM

One recurring problem in supply chain management is when information bout the demand for a product gets distorted as it passes from one entity to the next across the supply chain. What is it a called?

The bullwhip effect

Analytical CRM includes applications that​ ________.

analyze customer data for improving business performance

Enterprise applications have drawbacks mainly because they​ ________.

are very expensive to purchase and implement

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

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

customer relationships

SAP is the​ best-selling ________.

enterprise software

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 production capacity are related to​ ________

manufacturing and production

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

marketing

A comprehensive CRM package contains modules for _________ & ___________ relationship management

partner; employee

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

pull-based

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

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

push-based

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 return requests are related to ___________.

sales and marketing

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

service

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

supply

Enterprise applications introduce __________ that describe how once a company adopts an enterprise application from a single vendor, it is very costly to change vendors, and the firm becomes more dependent on the vendor

switching costs


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