INFO chapter 9

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

A. assigning and managing customer service requests

Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product? A. Supply chain delivery system B. Supply chain planning system C. Supply chain execution system D. Supply chain optimizing system E. Supply chain demand system

B. Supply chain planning system

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

B. calculating CLTV

Which supply chain planning function determines how much product is needed to satisfy all customer demands? A. order planning B. demand planning C. customer planning D. replenishment planning E. distribution management

B. demand planning

Which of the following should not be considered a contact point? A. email B. website C. retail store D. Intranet E. Facebook

D. Intranet

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

D. Make what we sell, not sell what we make.

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

D. PRM

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? A. Supply chain optimization system B. Supply chain demand system C. supply chain delivery system D. Supply chain execution system E.Supply chain planning system

D. Supply chain execution system

Uncertainties in the supply chain often lead to: A. strategic changes in production plans. B. the bullwhip effect C. a reduction in safety stocks. D. increases in inventory across all tiers. E. declines in production.

D. increases in inventory across all tiers.

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

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

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

E. increased inventory levels

Enterprise systems are built around a small number of predefined business processes. True / False

False

Enterprise systems do not require fundamental changes in the way the business operates. True / False

False

Firms in the supply chain develop safety stocks in order to increase the efficiency of their operations. True /False

False

Cross-selling is the marketing of complementary products to customers. True / False

True

Enterprise applications are based on organization-wide definitions of data. True / False

True

Organizations can rewrite enterprise system software to support existing business processes. True / False

True

The total time it takes to complete a business process, from start to finish, is called its ________ time.

cycle

Concurrent supply chains are made possible by which technology? A. ERP systems B. Internet C. intranets D. Just-in-time supply chain technology E. Supply-chain management systems

B. Internet

_________ CRM includes customer-facing application such as tools for sales force automation, call center and customer service support, and marketing automation. A. Next-generation B. operational C. analytical D. employee E. Partner

B. Operational

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

C. Enterprise system is expressly built to allow companies to support their business practices.

Which of the following refers to a company's suppliers', the suppliers' suppliers, and the processes for managing relationships with them? A. suppliers' internal supply chain B. outsourced supply chain C. downstream portion of the supply chain D. logistics supply chain E. upstream portion of the supply chain

E. upstream portion of the supply chain

A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing finished products to customers is called a(n): A. information system B. Marketing channel C. supply chain D. distribution channel E. value chain

C. Supply chain

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

C. order management

Supply chain software can be classified as either supply chain ______ systems or supply chain _______ systems. A. upstream, downstream B. demand, continual C. planning, execution D. push, pull E. maintenance, development=

C. planning, execution

As they move through the supply chain, _________ are transformed into finished products and shipped to retailers and customers. A. intermediate products B. basic products C. raw materials D. nascent products E. natural resources

C. raw materials

________ software modules deal with setting employee objectives, performance and compensation. A. PRM B. DRM C. SFA D. ERM E. SCM

D. ERM

The upstream portion of the supply chain consists of the organization and processes for distributing and delivering products to the final customers. True / False

False

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

D. downstream portion of the supply chain.

CRM software can help organizations identify high-value customers for preferential treatments. True / False

True