Info 360 Chapter 9

analytical CRM.

Analyzing customer buying patterns is an example of:

Customer and supplier intimacy

CRM systems help businesses obtain which business objective?

assigning and managing customer service requests.

Customer service modules in CRM systems provide tools for:

changes the way it works to match the software's business processes.

In order to achieve maximum benefit from an enterprise software package, a business:

salesforce automation.

Operational CRM applications include tools for:

identify the transportation mode to use for product delivery.

Supply chain planning systems:

Intranet

Which of the following would not be considered a contact point?

business intelligence

Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad hoc analysis, as part of the application.

e-business suites

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.

best practices.

Enterprise software is built around thousands of predefined business processes that reflect:

identifying profitable and unprofitable customers.

Marketing modules in CRM systems would provide tools for:

managing sales prospect and contact information.

SFA modules in CRM systems would provide tools for:

reducing information uncertainty.

The bullwhip effect is countered by:

Lead management

Which of the following is an important capability for sales processes that is found in most major CRM software products?

Niche customers

Which of the following is not one of the four types of customers described in the case study on Graybar?

Enterprise applications are best implemented when few changes in business processes are required.

Which of the following statements about enterprise applications is not true?

Demand planning

Which supply chain planning function determines how much product is needed to satisfy all customer demands?

It increases inventory costs

Why is overstocking warehouses not an effective solution for a problem of low availability?

Select the functions of the system you wish to use.

You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?

Operational

________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.

SFA

________ 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.

touch point

A ________ is a method of interaction with a customer, such as telephone or customer service desk.

demand-driven

A build-to-order supply-chain model is also called a ________ model.

downstream portion of the supply chain.

A company's organizations and processes for distributing and delivering products to the final customers is the:

bullwhip

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.

identifying the optimal transportation mode.

Capabilities of supply chain execution systems would not include:

intermediate products.

Components or parts of finished products are referred to as:

The Internet

Concurrent supply chains are made possible by which technology?

analytical CRM

Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications.

upstream portion of the supply chain.

A company's suppliers, supplier's suppliers, and the processes for managing relationships with them is the:

supply chain.

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:

just-in-time

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.

ERP systems.

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 best describes:

pull-based model

A supply chain driven by actual customer orders or purchases follows a ________ model.

marketing.

Customer relationship management systems typically provide software and online tools for sales, customer service, and:

Supply-chain planning system

From your reading of the Land O' Lakes case study, the company implemented which type of system to improve supply chain efficiency?

Improved decision making

From your reading of the chapter's opening case, Nvidia implemented new information systems in order to achieve which of the main six business objectives?

cross-selling.

Selling a customer with a checking account a home improvement loan is an example of:

execution

Supply chain ________ systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.

produce products and services that coordinate with hundreds or more firms and suppliers.

Supply chain complexity and scale increases when firms:

increased inventory levels.

The business value of an effective supply-chain management system includes all of the following except:

Customer and supplier intimacy

Which of the following business objectives would be most helped by implementing an enterprise application?

Up-to-the-minute data sharing

Which of the following features is the main reason an enterprise system helps a business improve decision-making?

Stand-alone suites

Which of the following is not an example of next-generation enterprise applications?

Enterprise software is expressly built to allow companies to mimic their unique business practices

Which of the following is not true about enterprise systems?

Safety stock

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?

Returns

________ management is an important capability for customer service processes that is found in most major CRM software products.

ERM

________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.

PRM

________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.

unforeseeable events.

Uncertainties arise in any supply chain because of:

configuration tables

When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with:

CLTV

Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company?

planning; execution

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.

planning

Systems that enable a firm to generate demand forecasts for a product, and to develop sourcing and manufacturing plans for that product, best describes supply chain ________ systems.

churn rate.

The measurement of the number of customers who stop using or purchasing products or services from a company is called: