Chapter 9 Quiz

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

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

By reducing inventory levels

Customer relationship management primarily includes​ ________.

Capturing and integrating customer data

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

Cross-selling

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

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

Customer relationships

Which of the following is NOT a challenge to the implementation of an​ ERP?

Dramatic reductions in inventory costs and order to delivery time

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

Enterprise resource planning (ERP) system

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 labor costs and job skills are related to​ ________.

Human resources

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 supply chain management system using​ a(n) ________ model bases production schedules on actual customer orders.

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

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

Safety Stock

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

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

Social CRM

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

Supply