Info 360 Quiz 9

touch point

A ________ is a method of interaction with a customer, such as telephone or customer service desk. A) client channel B) touch point C) point of presence D) sales point

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: A) marketing channel. B) supply chain. C) value chain. D) distribution channel.

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: A) groupware. B) application software. C) process management software. D) ERP systems.

analytical CRM

Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications. A) analytical SFA B) operational CRM C) operational SCM D) analytical CRM

assigning and managing customer service requests

Customer service modules in CRM systems provide tools for: A) assigning and managing customer service requests. B) capturing prospect and customer data. C) managing sales prospect and contact information. D) identifying profitable and unprofitable customers.

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. A) e-business suites B) middleware C) ERP systems D) legacy systems

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: A) selects only the software that best matches its existing business processes. B) uses only the processes in the software that match its own processes. C) customizes the software to match all of its business processes. D) changes the way it works to match the software's business processes.

planning; execution

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems. A) push; pull B) upstream; downstream C) planning; execution D) demand; continual

churn rate

The measurement of the number of customers who stop using or purchasing products or services from a company is called: A) switch rate. B) switching costs. C) CLTV. D) churn rate.

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? A) Cost per lead B) Cost per sale C) Churn rate D) CLTV