MIS Chapter 9

3. According to Panorama Consulting​ Solutions, the average cost of an ERP project is approximately​ ________.

2.8 million dollars

1.________ in enterprise applications provides features for managers to obtain meaningful information from massive amounts of data.

Business intelligence

22. ​________ help businesses become more flexible and productive by integrating groups of processes so they focus on efficient management of resources and customer service such as​ sales, marketing, and accounting.

Enterprise resource planning​ (ERP) systems

12. Analytical CRM includes applications that​ ________.

analyze customer data for improving business performance

15. Enterprise applications have drawbacks mainly because they​ ________.

are very expensive to purchase and implement

20. When demand for a product mistakenly gets distorted as it passes across the supply​ chain, it is called a​ ________.

bullwhip effect

23. Customer relationship management primarily includes​ ________.

capturing and integrating customer data

13. 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

11. SAP is the​ best-selling ________.

enterprise software

16. In an enterprise​ system, the integrated software modules that focus on customer credit are related to​ ________.

finance and accounting

25. If a supply chain includes organizations from the United States and​ China, it is considered​ a(n) ________.

global supply chain

10. In an enterprise​ system, the integrated software modules that focus on labor costs and job skills are related to​ ________.

human resources

14. In an enterprise​ system, the integrated software modules that focus on production capacity are related to​ ________.

manufacturing and production

21. Customer relationship management applications that track campaign data are related to the​ ________ aspect of customer relationships.

marketing

24. More advanced CRM applications include​ ________ and​ ________.

partner relationship management​ (PRM); employee relationship management​ (ERM)

5. Customer relationship management applications that track Web sales and retail store sales are related to the​ ________ aspect of customer relationships.

sales

4. In an enterprise​ system, the integrated software modules that focus on return requests are related to​ ________.

sales and marketing

9. Customer relationship management applications that track social networking data are related to the​ ________ aspect of customer relationships.

service

18. Incorporating applications that allow customers to chat with one another about company products is an example of​ ________.

social CRM

17. A​ ________ is a network of organizations for obtaining raw materials.

supply chain

7. The​ ________ portion of the supply chain includes organizations that supply materials.

upstream

8. An example of​ ________ includes someone taking out a loan and then being sold a checking account as well.

​cross-selling

19. A supply chain management system using​ a(n) ________ model bases production schedules on actual customer orders.

​pull-based

2. If a company produces a​ custom-made automobile only after a customer has placed an​ order, it is an example of a​ ________ production model.

​pull-based

6. A supply chain management system using​ a(n) ________ model bases production schedules on forecasts.

​push-based