ITC 761 Chapter 9

Which of the following customer relationship management applications provides analysis of customer data? Operational SFA Analytical CRM Analytical SFA Operational CRM Operational SCM

Analytical CRM

Which of the following tools is used to analyze customer buying patterns? Operational CRM Demand planning CLTV SFA Analytical CRM

Analytical CRM

Which of the following is not an example of next-generation enterprise applications? Salesforce.com Apache Open for Business (OFBiz) Social CRM SAP S/4HANA Microsoft Dynamics 365

Apache Open for Business (OFBiz)

Customer service modules in CRM systems provide tools for: capturing prospect and customer data. assigning and managing customer service requests. organizing effective marketing campaigns. identifying profitable and unprofitable customers. managing sales prospect and contact information.

Assigning and managing customer service requests

Enterprise software is built around thousands of predefined business processes that reflect: cutting edge workflow analyses. the firm's culture. best practices. industry benchmarks. government regulations.

Best practices

Operational CRM applications include tools for all of the following except: call center support. sales force automation. customer service support. calculating CLTV. marketing automation.

Calculating CLTV

The measurement of the number of customers who stop using or purchasing products or services from a company is called: CLTV. switch rate. turnover percentage. switching costs. churn rate.

Churn rate

Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business? Data dictionaries Groupware Web services Middleware Configuration tables

Configuration tables

Selling a customer with a checking account a home improvement loan is an example of: direct marketing. cross-selling. sales force automation. operational CRM. cross-channel promotions.

Cross selling

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? Customer lifetime value Cost per lead Cost per sale Churn rate Customer average value

Customer lifetime value

Which supply chain planning function determines how much product is needed to satisfy all customer demands? Distribution management Replenishment planning Order planning Demand planning Customer planning

Demand planning

From your reading of the chapter's opening case, which of the answers below is not a reason why Avon chose JDA's Manufacturing and Intelligent Fulfillment software? Faster fulfillment of orders on a global scale Reduce inventory Develop new products Build a central planning function to coordinate demand, manufacturing and fulfillment Improve the ability to predict what customers wanted to buy

Develop new products

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other. middleware e-business suites cloud solutions legacy systems ERP systems

E-business suites

________ software modules deal with setting employee objectives, performance, and compensation. SFA ERM SCM DRM PRM

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? CRM software Supply chain management systems ERP systems Process management software Groupware

ERP systems

Which of the following is not a feature of next generation business intelligence applications? Employee relationship management Interactive dashboards for managers The ability to provide ad hoc analysis for managers The ability to include data from the Internet of Things (IoT) The ability to use neural networks to recognize patterns in machine performance

Employee relationship management

CRM systems help businesses achieve which of the following business objectives? Automated production forecasts Automated accounting processes Enhanced customer intimacy Enhanced supplier intimacy Faster time to market with new products and services

Enhanced customer intimacy

Which of the following statements about enterprise applications is not true? Enterprise applications require organizational learning. Enterprise applications are based on organization-wide definitions of data. Enterprise applications introduce "switching costs." Enterprise applications are best implemented when few changes in business processes are required. Enterprise applications require fundamental changes in the way a business operates.

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

Which of the following is not true about enterprise systems? Enterprise system data have standardized definitions and formats that are accepted by the entire organization. Enterprise software is expressly built to allow companies to support their existing business practices. Enterprise systems provide firm-wide information to help managers make better decisions. Enterprise software includes analytical tools to evaluate overall organizational performance. Enterprise systems help firms respond rapidly to customer requests for information or products.

Enterprise software is expressly built to allow companies to support their existing business practices.

The business value of an effective supply chain management system includes all of the following except: cost reduction. increased inventory levels. faster time to market. supply matched to demand. improved delivery service.

Increased inventory level

Uncertainties in the supply chain often lead to: declines in production. increases in inventory across all tiers. strategic changes in production plans. a reduction in safety stocks. the bull whip effect.

Increases in inventory across all tiers

Which of the following would not be considered a contact point? Website Facebook Retail store Intranet Email

Intranet MAYBE

Why isn't overstocking warehouses an effective solution for a problem of low availability? It is an inefficient use of raw materials. It increases inventory costs. It does not speed product time to market. It increases sales costs. It lowers fill rate.

It increases inventory costs.

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. streamlined just-in-time safety-stock bullwhip frictionless

Just in time

Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products? Channel promotions management Events management Returns management Lead management Customer satisfaction management

Lead management

The difference between push- and pull-based models is summarized by which of the following slogans? Pull what we make, not push what we sell. Make what we sell, not sell what we make. Make what we push, not push what we sell. Push what we make, not pull what we make. Sell what we make, not make what we sell.

Make what we sell, not sell what we make.

Customer relationship management systems typically provide software and online tools for sales, customer service, and: advertising. account management. human resources. marketing. public relations.

Marketing

________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation. Next-generation Employee Partner Analytical Operational

Operational

Major CRM products typically have all of the following service capabilities except: returns management. customer satisfaction management. order management. service analytics. call center & help desk.

Order management

From your reading of the Soma Bay case study, the company implemented JD Edwards Enterprise One to solve all of the following problems except: providing timely reports of profitability. combining data from general ledger and other financial systems. overtaxing of its data centers. providing detailed financial data. using JD Edwards' other integrated modules.

Overtaxing of its data centers

________ software modules seek to enhance collaboration between a company and its selling partners. DRM ERM SFA PRM SCM

PRM

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems. maintenance; development push; pull demand; continual planning; execution upstream; downstream

Planning; execution

Walmart's continuous replenishment system is an example of a(n) ________ model. pull-based push-based supply chain optimization forecast-based enterprise-based

Pull based

A supply chain driven by forecasts of consumer demand follows a(n) ________ model. optimized build-to-stock push-based pull-based replenishment-driven

Push based

A supply chain driven by forecasts of consumer demand follows a(n) ________ model. replenishment-driven build-to-stock optimized pull-based push-based

Push based

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers. intermediate products natural resources raw materials basic products nascent products

Raw materials

The bullwhip effect can be countered by: product differentiation. reducing information uncertainty. globalization. disintermediation. implementing a CRM.

Reducing information uncertainty

Coca-Cola implemented enterprise software from Oracle that enabled it to achieve all of the following except: standardizing business processes worldwide. reducing the cost of raw materials. reacting faster to market changes. improving its bargaining power with suppliers. reducing the number of employees.

Reducing the number of employees

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain? Just-in-time strategies Continuous replenishment Perfect information Safety stock Demand planning

Safety stock

You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take? Rewrite the software to support the way the company's business processes work. Map the company's business processes to the software's business processes. Map the software's business processes to the company's business processes. Select the business processes you wish to automate. Select the functions of the system you wish to use.

Select the functions of the system you wish to use.

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(n): marketing channel. information system. value chain. distribution channel. supply chain.

Supply chain

Which of the following manages the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner? Supply chain planning system Supply chain execution system Supply chain optimization system Supply chain delivery system Supply chain demand system

Supply chain execution system

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 optimization system Supply chain execution system Supply chain demand system Supply chain planning system Supply chain delivery system

Supply chain planning system

Concurrent supply chains are made possible by which technology? The Internet Just-in-time supply-chain technologies Supply-chain management systems ERP systems Extranets

The internet

A ________ is an interaction with a customer, such as telephone or customer service desk. point of presence sales point client channel point of service touch point

Touch point

Marketing modules in CRM systems provide tools for all of the following except: qualifying leads. assigning and managing customer service requests. identifying opportunities for cross-selling. capturing prospect and customer data. identifying profitable and unprofitable customers.

assigning and managing customer service requests.

Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application. business intelligence ERM SOA PRM social media

business intelligence

To achieve the maximum benefit of a new ERP system, Tasty Baking implemented an enterprise system by: using a cloud-based version of the ERP. using only the pre-defined processes in the ERP software that matched its own processes. changing the ERP software as needed to match their own processes. customizing less than 5 percent of the enterprise system processes. retaining its legacy systems to operate as a backup to the new enterprise system.

customizing less than 5 percent of the enterprise system processes.

Distribution and delivery of products to retailers is part of the: downstream portion of the supply chain. external supply chain. upstream portion of the supply chain. midstream portion of the supply chain. supplier's internal supply chain.

downstream portion of the supply chain.

Enterprise systems improve management decision making in all the following ways except: improving forecasts of consumer behavior. determining the profitability of products. providing up-to-the-minute data on sales, inventory and production. implementing standard definitions and formats worldwide. providing more accurate sales and production forecasts.

improving forecasts of consumer behavior.

Supply chain planning systems perform all of the following functions except: identify the transportation mode to use for product delivery. determine where to store finished goods. track the physical status of goods. determine how much product to manufacture in a given time period. establish inventory levels for raw materials and finished goods.

track the physical status of goods.