ISAM Final Review chap 9

Information systems that track all the ways in which a company interacts with its customers and analyze these interactions to optimize revenue, profitability, customer satisfaction, and customer retention

CRM (Customer Relationship Management)

Measurement of the number of customers who stop using or purchasing products or services from a company; used as an indicator of the growth or decline of a firm's customer base.

Churn rate

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

Employee relationship management (ERM)

Software built around thousands of predefined business processes that reflects best practices and integrates the major business functions of the organization

Enterprise Software

Enterprise systems are built around thousands of predefined business processes.

False enterprise software

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

Operational CRM

_____ software modules seek to enhance collaboration between a company and its selling partners.

PRM (Partner relationship management)

Supply chain driven by actual customer orders or purchases so that members of the supply chain produce and deliver only what customers have ordered.

Pull-based

Supply chain driven by master production schedules based on forecasts or best guesses of demand for products; products are pushed to customers.

Push-based model

Systems that enable a firm to generate demand forecasts for a product and develop sourcing and manufacturing plans for that product.

Supply Chain Planning System

A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finsihed products, and distributing the finished products to customers is called a/an:

Supply chain

Method of firm interaction with a customer, such as telephone, email, customer service desk, conventional mail, or point of purchase

Touch point

Churn rate is an important indicator of the growth or decline of a company's customer base.

True

The downstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.

True

Which of the following refers to a company's suppliers, the suppliers' suppliers, and the processes for managing relationships with them?

Upstream portion of the supply chain

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

analytical CRM (Customer Relationship Management)

Operational CRM applications include tools for all of the following excepts:

calculating cltv

Supply chain execution systems provide all of the following function except:

generating demand forecasts for products

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.

just-in-time

SFA (Sales Force Automation) modules in CRM systems provide tools for all of the following except:

managing customer service requests.

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

marketing

Customer-facing applications, such as sales force automation, call center and customer service support, and marketing automation

operational CRM (Customer Relationship Management)

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

pull-based

The bullwhip effect can be countered by:

reducing information uncertainty

Tools enabling a business to link customer conversations, data, and relationships from social networking sites to CRM processes

social CRM (Customer Relationship Management)