Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications
Analytical CRM includes applications that ________.
analyze customer data for improving business performance
A ________ chain is a network of organizations for obtaining raw materials.
supply
Which of the following is NOT a challenge to the implementation of an ERP?
Dramatic reductions in inventory costs and order to delivery time
According to this video, which of the following statements is true regarding enterprise resource planning systems?
They integrate data with a centralized database. (Enterprise resource planning systems integrate data and information from all areas and departments of an organization using a centralized database.)
Enterprise applications have drawbacks mainly because they ________.
are very expensive to purchase and implement
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
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 quotes and order processing are related to ________.
sales and marketing
Incorporating applications that allow customers to chat with one another about company products is an example of ________.
social CRM
An example of ________ includes someone taking out a loan and then being sold a checking account as well.
cross-selling
A supply chain management system using a(n) ________ model bases production schedules on forecasts.
push-based
How do information systems support the activities in a supply chain?
By reducing inventory levels
A supply chain management system using a(n) ________ model bases production schedules on actual customer orders.
pull-based
Mary's company is implementing an ERP system to achieve which main business objective?
Improved decision making (An ERP system improves decision making by providing up-to-date data and information throughout the organization.)
SAP is an important vendor of ________.
enterprise software
In this video dramatization, Kevin describes which component of an ERP system that consolidates data from sales, marketing, and service departments?
Customer relationship management (CRM) (Customer relationship management (CRM) systems consolidate data and information from sales, marketing, and customer service departments.)
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
In this video, Kevin describes _____ as a set of integrated software modules that support nearly all of their organization's business processes.
ERP (An enterprise resource planning (ERP) system is a set of integrated software modules that support key business processes.)
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
Customer relationship management primarily includes ________.
capturing and integrating customer data
As Kevin explains, _____ processes support activities in multiple departments and span an organization.
enterprise (Enterprise processes span an organization and support activities in multiple departments.)
A(n) ________ makes values from a central database available for applications that support all an organization's internal business activities.
enterprise resource planning (ERP) system
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 payroll and benefits accounting are related to ________.
human resources
In an enterprise system, the integrated software modules that focus on procurement and inventory management are related to ________.
manufacturing and production
Customer relationship management applications that track campaign data are related to the ________ aspect of customer relationships.
marketing
Managers often maintain a(n) ________ as a buffer for uncertainty and unforeseen events.
safety stock
Customer relationship management applications that track social networking data are related to the ________ aspect of customer relationships.
service
