MCSCI Chapter 9

Which of the following customer relationship management applications provides analysis of customer data?

Analytical CRM

Which of the following tools is used to analyze customer buying patterns?

Analytical CRM

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

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

Extensive customization of enterprise software reduces the overall cost of implementation.

False

An enterprise system can rewrite enterprise system software to support existing business processes.

True

Major CRM products typically have all of the following service capabilities except:

order management.

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

raw materials

Coca-Cola implemented enterprise software from Oracle that enabled it to achieve all of the following except:

reducing the number of employees.

________ software modules deal with setting employee objectives, performance, and compensation.

ERM

Which of the following provides 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?

ERP systems

CRM systems help businesses achieve which of the following business objectives?

Enhanced customer intimacy

Firms in the supply chain develop safety stocks in order to increase the efficiency of their operations.

False

The bullwhip effect leads to declining inventory costs across the entire supply chain.

False

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

Select the functions of the system you wish to use.

Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product?

Supply chain planning system

Before the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.

True

SCM systems require multiple organizations to share information and business processes.

True

Distribution and delivery of products to retailers is part of the:

downstream portion of the supply chain.

A supply chain driven by forecasts of consumer demand follows a ________ model.

push-based

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/an:

supply chain