ch 9

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

Analytical CRM

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

Analytical CRM

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

Apache Open for Business (OFBiz)

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

Configuration tables

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

Customer lifetime value

Which supply chain planning function determines how much product is needed to satisfy all customer demands? Order planning Replenishment planning Distribution management Customer planning Demand 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? Improve the ability to predict what customers wanted to buy Develop new products Faster fulfillment of orders on a global scale Reduce inventory Build a central planning function to coordinate demand, manufacturing and fulfillment

Develop new products

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

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

ERP systems

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

Employee relationship management

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

Enhanced customer intimacy

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

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

Which of the following is not true about enterprise systems? Enterprise systems provide firm-wide information to help managers make better decisions. Enterprise software is expressly built to allow companies to support their existing business practices. Enterprise systems help firms respond rapidly to customer requests for information or products. Enterprise software includes analytical tools to evaluate overall organizational performance. 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.

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

Intranet

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

It increases inventory costs.

Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products? Lead management Customer satisfaction management Returns management Events management Channel promotions 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 push, not push what we sell. Make what we sell, not sell what we make. 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.

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

Operational

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

PRM

________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services. Complex Marketing Customer SOA SFA

SFA

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

Safety stock

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

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

Supply chain planning system

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

The Internet

Which of the following refers to a company's suppliers, the suppliers' suppliers, and the processes for managing relationships with them? Supplier's internal supply chain Upstream portion of the supply chain Downstream portion of the supply chain On Contract supplier's chain Logistics supply chain

Upstream portion of the supply chain

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

assigning and managing customer service requests.

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

assigning and managing customer service requests.

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

best practices.

A distortion of information about the demand for a product as it passes from one entity to the next across the supply chain is called the ________ effect. diffraction whirlpool network bullwhip ripple

bullwhip

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 social media SOA PRM

business intelligence

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

calculating CLTV.

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

churn rate.

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

cross-selling.

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

customizing less than 5 percent of the enterprise system processes.

The total time it takes to complete a business process, from start to finish, is called its ________ time. fulfillment service cycle development actualization

cycle

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

downstream portion of the supply chain.

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

e-business suites

A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system. planning optimization touch point execution management

execution

Supply chain execution systems provide all of the following functions except: tracking the flow of finished goods. managing warehouse operations. managing materials. managing the financial information involving all parties. generating demand forecasts for products

generating demand forecasts for products

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

improving forecasts of consumer behavior.

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

increased inventory levels.

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

increases in inventory across all tiers.

In the supply chain, components or parts are referred to as: downstream organizations and processes. raw materials. upstream materials, organizations, and processes. intermediate products. secondary products.

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

just-in-time

SFA modules in CRM systems provide tools for all of the following except: territory management. team selling. managing sales prospect and contact information. managing customer service requests. sales forecasting.

managing customer service requests.

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

marketing.

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: using JD Edwards' other integrated modules. overtaxing of its data centers. providing timely reports of profitability. providing detailed financial data. combining data from general ledger and other financial systems.

overtaxing of its data centers.

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

planning; execution

A supply chain driven by actual customer orders is called a ________ model. market-driven demand-driven replenishment-driven pull-based supply-based

pull-based

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

pull-based

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

push-based

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

raw materials

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

reducing information uncertainty.

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

reducing the number of employees

Using social networking tools to converse with customers is called: analytical CRM. operational CRM. PRM. ERM. social CRM.

social CRM.

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

supply chain.

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

touch point

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

track the physical status of goods.