IS 3003 Chapter 9

According to a 2019 survey of ERP​ users, ________ percent of ERP projects experienced cost overruns.

45

Which type of enterprise software would allow you to analyze customer lifetime value​ (CLTV)?

Analytical CRM

Which term describes the number of customers who stop using or purchasing products or services from a​ company?

Churn rate

Improving the tracking of employee training could involve adopting enterprise software focused on which of the​ following?

Employee relationship management

Which of the following is NOT one of the ways in which​ next-generation enterprise application vendors are delivering more​ value?

Making their software easier to customize

Enterprise applications require organizations to make many changes. Which of the following is NOT one of the needed​ changes?

Organizations must adapt to minor technological changes.

Which of the following is an important capability for​ service-category business processes that are found in most major CRM software​ products?

Returns management

Which of the following options allows businesses to better engage with their customers by analyzing their sentiments about their products and​ services?

Social CRM

​_________________________ systems track the flow and status of products through the distribution process.

Supply chain execution

​_________________________ systems help a firm to​ analyze, model, and optimize its supply chain.

Supply chain planning

Which of the following is NOT a characteristic of enterprise applications that cause challenges in​ implementation?

They support​ "best practices" for each business process and function.

Customer relationship management applications that use customer data to improve business performance are best described as​ ________.

analytical customer relationship management applications

The​ ________effect is caused by a distortion of information about the demand for a product as it passes from one entity to the next across the supply​ chain?

bullwhip

Enterprise software includes a database and thousands of predefined​ ________________.

business processes

Delivering products to retail stores is considered the​ _____________ portion of the supply chain.

downstream

ERP stands for​ ________.

enterprise resource planning

Business processes supported by enterprise systems related to travel expense reporting are associated with​ ________ processes.

human resource

Although it can be​ risky, a​ __________________ strategy is based on knowing exactly when components would arrive within the supply chain.

just-in-time

Business processes supported by enterprise systems related to quality control are associated with​ ________ processes.

manufacturing and production

Business processes supported by enterprise systems related to credit checking are associated with​ ________ processes.

sales and marketing

In an effort to​ ___________ critical business​ processes, Coca-Cola implemented an SAP enterprise system.

standardize and coordinate

One finding from​ Alcoa's enterprise system found a positive correlation between​ ______________ and quality.

training

A​ company's suppliers and the​ suppliers' suppliers are considered the​ _____________ portion of the supply chain.

upstream

What are the three general business functions that CRM software​ serves?

​Sales, customer​ service, and marketing

A supply chain driven by actual customer orders or purchases follows the​ ________ model?

​pull-based