Ch. 8

testing performed by actual systems users with acutal data in their work environment.

(Beta Testing)

___________________ CRM systems include technologies such as data mining, decision support, and other business intelligence capabilities.

Analytical

system for analyzing customer behavior and perceptions in order to provide the business intelligence necessary to identify new opportunities and to provide customer service ( quality, price, overall satisfaction).

Analytical CRM

Systems for analyzing customer behavior and perceptions in order to provide business intelligence.

Analytical Customer Relationship Management

Techniques that contrast the total expected tangible costs versus the tangible benefits of an investor.

B-E analysis

Large fluctuations in supplies caused by small fluctuations in demand for the end product and the need to create safety buffers.

Bull Whip Effect 2

An integrated supply network can help reduce the impact of the ___________, which occurs when small forecasting errors at the end of the supply chain produce massive forecasting errors farther up in the supply chain.

Bullwhip effect

rippl effect due to forecast errors, coordinated supply chain helps mitigate this.

Bullwhip effect

Amazon.com works with another commercial vendor to set up a web-based procurement system. Which of the following terms best describes this situation?

Business-to-business electronic commmerce

An information system used to create and maintain lasting relationships with customers by concentrating on the downstream information flows.

CRM

To successfully implement CRM, organizations will have to implement all of the following organizational changes EXCEPT:

Concerns about customer privacy can be relaxed

multiple communication channels to support the communication preferences to customers such as web, FB, blogs, Face-to-face contact, and telephone.

Customer Engagement Center

An organization that uses an access point that automates the business processes that occur before, during, and after sales have been transacted between itself and multiple customers is using a _________________.

Customer Portal

Which of the following is the component of the operational CRM that automates service requests, complaints, product returns, and information requests?

Customer Service

automates service requests, complaints, product returns and information request, allows customer to use a variety of self-service and assisted technologies to interact with the organization.

Customer Service and Support

The purpose of a(n) _____________ is to support the communication preferences of customers, using multiple communication channels.

Customer engagement center

corp level strategy to create and maintain through reliable systems, processes, and procedures, lasting relationship by downstream information flows, policies and business processes, customer service, employee training, data collection, analysis, and sharing.

Customer relationship management

Which of the following helps visualize key CRM performance metrics?

Digital dashboard

A company whose supply chain is focused on maximizing customer service is striving to achieve supply chain ______________.

Effectiveness

the extent to which goals or task are accomplished well.

Effectiveness

the extent to which goals are accomplished faster, at lower cost, or with relatively little time and effort.

Efficiency

Which of the following terms refers to computer-to-computer communication following specific standards?

Electronic data interchange (EDI)

is a standard for exchanging structed data over the web. allows creating documents consisting of customized tags, enabling the definition transmission, validation and interpretation of data between applications and orgziations.

Extensible Markup Language XML

A company that implements CRM software and strategy can expect all of the following benefits EXCEPT:

Higher customer turnover

When companies deploy supply chain management systems, they are hoping to experience all of the following benefits EXCEPT:

Increased time to market

a benefit of using a particular system or technology that is difficult to quantify.

Intangible Benefits

a cost of using a particular system or technology that is difficult to quantify. (loss of customers)

Intangible Cost

inventory delivered just as it is needed, minimize stock and handling costs, reduces obsolenscene charges.

Just-in-Time Production

Collaborative CRM provides all of the following customer communication enhancements EXCEPT:

Less customer interaction with the company

The advantages of the just-in-time production strategies include all of the following EXCEPT:

More frequent missed production schedules

system for automating the fundamental business process. marketing sales and support-for interacting with customer. Also, Sales Force Automation, customer service and support, enterprise marketing management.

Operation

a system that is used to interact with customers and run a business in real time.

Operation System

Which of the following is NOT a challenge associated with creating an effective supply chain management strategy?

Overcome database normalization challenges with relational databases

The observation that productivity increases at a rate that is lower than expected when new Technologies are introduced to a firm.

Productivity Paradox

An iterative system development process in which requirements are converted into a working system that is continually revised through close interaction between analysts and users.

Prototyping=

a cloud computing model in which a service provider offers applications via a cloud infrastructure.

SaaS

refers to modules that support day to day sales activity force of an organization.

Sales Force Automation SFA

Which of the following is the component of the operational CRM that supports the day-to-day sales activities of an organization?

Sales Force automation

is the processes of identifying and assessing the volume and sentiment of what is being said about a company, individual, product, or brand. Also, cusomter used socal media to comment on products and services, helps by understanding public perceptions.

Social Media Monitoring

Which of the following involves creating formal groups to identify and assess the volume and sentiment of what is being said about a company, individual, product, or brand?

Social media monitoring

A ______ automates the business processes involved in purchasing or procuring products between a single buyer and multiple suppliers.

Supplier portal

A _______ refers to a collection of companies and processes involved in moving a product from the suppliers of raw materials and parts to final production, and to the customer.

Supply Chain

a collection of compaines and processes involved in moving a product from the suppliers of raw materials to customers, improve coordination of suppliers, products and service production, and distribution.

Supply Chain Management

information system focusing on improving upstream information flows with two main objectivies- to accelerate development and to reduce cost associated with procuring raw materials, components, and services from supplies.

Supply Chain Management SCM

The ability to track products as they move through the supply chain and to foresee external events.

Supply Chain Visibility

refers to the ability to foresee external events. Product tracking, anticipating adverse imacts- weather impacts, and labor neogiations.

Supply Chain Visibility

When organizations use components of the supply chain management system to work with partners across the supply network to improve accuracy of demand forecasts, reduce inventory buffers, increase the velocity of materials, and improve customer service, they are using the ____________ function.

Supply Network collaboration

is the extent to which a company optimizes the use of resources in its supply chain activities it minimized cost

Supply chain efficiency

estimated sales gains

Tangible Benefits

the cost of ownership-non-recurring cost ( aquisition) Recurring cost ( use and Maintenance)

Tangible Cost

Reasons why radio-frequency identification (RFID) tags are becoming a very popular technology in supply chain management systems include all of the following EXCEPT:

The tags are much cheaper than bar codes

When Walmart enables a supplier such as Proctor & Gamble to manage the inventory levels of P&G goods in Walmart warehouses by sharing inventory and sales data, it is using the ______________ business model.

Vendor-managed inventory

A market comprised of firms operating within a certain industry sector is termed a _____________ market.

Vertical

Which of the following is NOT a key process generally supported by supply chain planning modules?

Warehouse layout planning

Which of the following is an important enabling technology that is used to share similar data across applications over the Web?

XML

A data presentation standard that allows desingers to create customized markup tags that enable data to be more easily shared between applications and organizations.

XML Extensible Markup Lang.