LSIS 5010 - Chapter 9
Managers often maintain a(n) ________ as a buffer during unforeseen events
Safety stock
What is a touch point?
a method of interaction with a customer
An example of ________ includes someone taking out a loan and then being sold a checking account as well.
cross-selling
How do information systems support the activities in a supply chain?
By reducing inventory levels
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
_____________ systems consolidate data & information from sales, marketing, and customer service department
Customer relationship management (CRM)
Kevin describes _____ as a set of integrated software modules that support nearly all of their organization's business processes.
ERP
A(n) ________ makes values from a central database available for applications that support all of an organization's internal business activities.
ERP System
______________ processes span an organization and support activities in multiple departments.
Enterprise
_________________ systems integrate data and information from all areas and departments of an organization using a centralized database
Enterprise resource planning
In an enterprise system, the integrated software modules that focus on labor costs and job skills are related to ________.
Human resources
Which statement below best describes an enterprise system?
Large scale software that encompasses a whole company across many departments and business functions
Early supply chain management systems were based on a(n) ________ in which production master schedules were based on forecasts of demand for products.
Pushed-based model
Who are the leading enterprise software vendors?
SAP, Oracle, Infor Global Solutions, & Microsoft
Incorporating applications that allow customers to chat with one another about company products is an example of ________.
Social CRM
What tools enable a business to connect customer conversations and relationships from certain types of Web sites to CRM processes?
Social CRM
One recurring problem in supply chain management is when information bout the demand for a product gets distorted as it passes from one entity to the next across the supply chain. What is it a called?
The bullwhip effect
Analytical CRM includes applications that ________.
analyze customer data for improving business performance
Enterprise applications have drawbacks mainly because they ________.
are very expensive to purchase and implement
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
Some say that a firm's most valuable asset is its ________.
customer relationships
SAP is the best-selling ________.
enterprise software
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 production capacity are related to ________
manufacturing and production
Customer relationship management applications that track campaign data are related to the ________ aspect of customer relationships.
marketing
A comprehensive CRM package contains modules for _________ & ___________ relationship management
partner; employee
A supply chain management system using a(n) ________ model bases production schedules on forecasts.
pull-based
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
A supply chain management system using a(n) ________ model bases production schedules on forecasts.
push-based
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 return requests are related to ___________.
sales and marketing
Customer relationship management applications that track social networking data are related to the ________ aspect of customer relationships.
service
A ________ chain is a network of organizations for obtaining raw materials
supply
Enterprise applications introduce __________ that describe how once a company adopts an enterprise application from a single vendor, it is very costly to change vendors, and the firm becomes more dependent on the vendor
switching costs
