Chapter 9
Which of the following customer relationship management applications provides analysis of customer data? Analytical CRM Operational SFA Analytical SFA Operational SCM Operational CRM
Analytical CRM
Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business? Web services Groupware Configuration tables Middleware Data dictionaries
Configuration tables
Which metric is based on the relationship between the revenue produced by a specific customer, the expenses incurred in acquiring and servicing that customer, and the expected life of the relationship between the customer and the company? Customer average value Churn rate Cost per lead Cost per sale Customer lifetime value
Customer lifetime value
Which supply chain planning function determines how much product is needed to satisfy all customer demands? Customer planning Replenishment planning Distribution management Order planning Demand planning
Demand planning
From your reading of the chapter's opening case, which of the answers below is not a reason why Avon chose JDA's Manufacturing and Intelligent Fulfillment software? Reduce inventory Improve the ability to predict what customers wanted to buy Develop new products Build a central planning function to coordinate demand, manufacturing and fulfillment Faster fulfillment of orders on a global scale
Develop new products
________ software modules deal with setting employee objectives, performance, and compensation. SFA DRM ERM PRM SCM
ERM
Which of the following would not be considered a contact point? Facebook Intranet Retail store Email Website
Intranet
________ software modules seek to enhance collaboration between a company and its selling partners. SCM ERM PRM DRM SFA
PRM
Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product? Supply chain planning system Supply chain delivery system Supply chain demand system Supply chain execution system Supply chain optimization system
Supply chain planning system
Which of the following refers to a company's suppliers, the suppliers' suppliers, and the processes for managing relationships with them? Upstream portion of the supply chain On Contract supplier's chain Supplier's internal supply chain Logistics supply chain Downstream portion of the supply chain
Upstream portion of the supply chain
Enterprise software is built around thousands of predefined business processes that reflect: government regulations. the firm's culture. best practices. industry benchmarks. cutting edge workflow analyses.
best practices.
The measurement of the number of customers who stop using or purchasing products or services from a company is called: CLTV. churn rate. turnover percentage. switching costs. switch rate.
churn rate.
Selling a customer with a checking account a home improvement loan is an example of: sales force automation. direct marketing. cross-channel promotions. operational CRM. cross-selling.
cross-selling.
The total time it takes to complete a business process, from start to finish, is called its ________ time. cycle development service fulfillment actualization
cycle
Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other. cloud solutions middleware legacy systems e-business suites ERP systems
e-business suites
Supply chain execution systems provide all of the following functions except: managing the financial information involving all parties. managing warehouse operations. generating demand forecasts for products. tracking the flow of finished goods. managing materials.
generating demand forecasts for products.
A supply chain driven by forecasts of consumer demand follows a(n) ________ model. pull-based build-to-stock push-based optimized replenishment-driven
push-based
A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished products to customers is called a(n): distribution channel. information system. supply chain. value chain. marketing channel.
supply chain.
A ________ is an interaction with a customer, such as telephone or customer service desk. client channel touch point sales point point of presence point of service
touch point
A ________ is an interaction with a customer, such as telephone or customer service desk. point of presence client channel point of service touch point sales point
touch point
Supply chain planning systems perform all of the following functions except: determine how much product to manufacture in a given time period. identify the transportation mode to use for product delivery. establish inventory levels for raw materials and finished goods. track the physical status of goods. determine where to store finished goods.
track the physical status of goods.
To achieve the maximum benefit of a new ERP system, Tasty Baking implemented an enterprise system by: using a cloud-based version of the ERP. retaining its legacy systems to operate as a backup to the new enterprise system. using only the pre-defined processes in the ERP software that matched its own processes. changing the ERP software as needed to match their own processes. customizing less than 5 percent of the enterprise system processes.
customizing less than 5 percent of the enterprise system processes.
Distribution and delivery of products to retailers is part of the: upstream portion of the supply chain. supplier's internal supply chain. downstream portion of the supply chain. midstream portion of the supply chain. external supply chain.
downstream portion of the supply chain.
A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system. planning execution touch point optimization management
execution
Customer relationship management systems typically provide software and online tools for sales, customer service, and: marketing. public relations. human resources. account management. advertising.
marketing.
From your reading of the Soma Bay case study, the company implemented JD Edwards Enterprise One to solve all of the following problems except: providing detailed financial data. overtaxing of its data centers. using JD Edwards' other integrated modules. combining data from general ledger and other financial systems. providing timely reports of profitability.
overtaxing of its data centers.
Coca-Cola implemented enterprise software from Oracle that enabled it to achieve all of the following except: reducing the cost of raw materials. standardizing business processes worldwide. improving its bargaining power with suppliers. reacting faster to market changes. reducing the number of employees.
reducing the number of employees.
________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation. Analytical Next-generation Operational Employee Partner
Operational
________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services. Marketing Complex SOA Customer SFA
SFA
Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain? Demand planning Perfect information Just-in-time strategies Safety stock Continuous replenishment
Safety stock
Operational CRM applications include tools for all of the following except: sales force automation. customer service support. marketing automation. calculating CLTV. call center support.
calculating CLTV.
Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems. upstream; downstream push; pull demand; continual planning; execution maintenance; development
planning; execution
A supply chain driven by actual customer orders is called a ________ model. demand-driven market-driven pull-based replenishment-driven supply-based
pull-based
Which of the following tools is used to analyze customer buying patterns? Operational CRM Analytical CRM Demand planning SFA CLTV
Analytical CRM
Which of the following is not an example of next-generation enterprise applications? SAP S/4HANA Salesforce.com Microsoft Dynamics 365 Apache Open for Business (OFBiz) Social CRM
Apache Open for Business (OFBiz)
Which of the following provides a suite of integrated software modules for finance and accounting, human resources, manufacturing and production, and sales and marketing that allows data to be used by multiple functions and business processes? Groupware ERP systems Supply chain management systems Process management software CRM software
ERP systems
Which of the following is not a feature of next generation business intelligence applications? The ability to use neural networks to recognize patterns in machine performance Interactive dashboards for managers Employee relationship management The ability to provide ad hoc analysis for managers The ability to include data from the Internet of Things (IoT)
Employee relationship management
CRM systems help businesses achieve which of the following business objectives? Automated accounting processes Automated production forecasts Enhanced supplier intimacy Enhanced customer intimacy Faster time to market with new products and services
Enhanced customer intimacy
Which of the following statements about enterprise applications is not true? Enterprise applications require organizational learning. Enterprise applications are best implemented when few changes in business processes are required. Enterprise applications introduce "switching costs." Enterprise applications are based on organization-wide definitions of data. Enterprise applications require fundamental changes in the way a business operates.
Enterprise applications are best implemented when few changes in business processes are required.
Which of the following is not true about enterprise systems? Enterprise systems help firms respond rapidly to customer requests for information or products. Enterprise system data have standardized definitions and formats that are accepted by the entire organization. Enterprise software includes analytical tools to evaluate overall organizational performance. Enterprise systems provide firm-wide information to help managers make better decisions. Enterprise software is expressly built to allow
Enterprise software is expressly built to allow companies to support their existing business practices.
Why isn't overstocking warehouses an effective solution for a problem of low availability? It increases inventory costs. It is an inefficient use of raw materials. It does not speed product time to market. It lowers fill rate. It increases sales costs.
It increases inventory costs.
Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products? Returns management Lead management Channel promotions management Events management Customer satisfaction management
Lead management
The difference between push- and pull-based models is summarized by which of the following slogans? Pull what we make, not push what we sell. Make what we push, not push what we sell. Sell what we make, not make what we sell. Make what we sell, not sell what we make. Push what we make, not pull what we make.
Make what we sell, not sell what we make.
You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take? Rewrite the software to support the way the company's business processes work. Select the business processes you wish to automate. Map the software's business processes to the company's business processes. Map the company's business processes to the software's business processes. Select the functions of the system you wish to use.
Select the functions of the system you wish to use.
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? Supply chain demand system Supply chain optimization system Supply chain execution system Supply chain delivery system Supply chain planning system
Supply chain execution system
Concurrent supply chains are made possible by which technology? The Internet Extranets ERP systems Just-in-time supply-chain technologies Supply-chain management systems
The Internet
Customer service modules in CRM systems provide tools for: organizing effective marketing campaigns. identifying profitable and unprofitable customers. managing sales prospect and contact information. capturing prospect and customer data. assigning and managing customer service requests.
assigning and managing customer service requests.
Marketing modules in CRM systems provide tools for all of the following except: capturing prospect and customer data. identifying profitable and unprofitable customers. identifying opportunities for cross-selling. assigning and managing customer service requests. qualifying leads.
assigning and managing customer service requests.
A distortion of information about the demand for a product as it passes from one entity to the next across the supply chain is called the ________ effect. ripple whirlpool diffraction bullwhip network
bullwhip
Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application. PRM SOA ERM social media business intelligence
business intelligence
Enterprise systems improve management decision making in all the following ways except: providing more accurate sales and production forecasts. improving forecasts of consumer behavior. determining the profitability of products. providing up-to-the-minute data on sales, inventory and production. implementing standard definitions and formats worldwide.
improving forecasts of consumer behavior.
The business value of an effective supply chain management system includes all of the following except: supply matched to demand. cost reduction. improved delivery service. faster time to market. increased inventory levels.
increased inventory levels.
Uncertainties in the supply chain often lead to: strategic changes in production plans. increases in inventory across all tiers. declines in production. a reduction in safety stocks. the bull whip effect.
increases in inventory across all tiers.
In the supply chain, components or parts are referred to as: raw materials. upstream materials, organizations, and processes. secondary products. intermediate products. downstream organizations and processes.
intermediate products.
A scheduling system for minimizing inventory by having components arrive exactly at the moment they are needed and finished goods shipped as soon as they leave the assembly line best describes a ________ strategy. safety-stock just-in-time streamlined frictionless bullwhip
just-in-time
SFA modules in CRM systems provide tools for all of the following except: team selling. managing customer service requests. sales forecasting. territory management. managing sales prospect and contact information.
managing customer service requests.
Major CRM products typically have all of the following service capabilities except: call center & help desk. order management. customer satisfaction management. returns management. service analytics.
order management.
Walmart's continuous replenishment system is an example of a(n) ________ model. pull-based enterprise-based push-based forecast-based supply chain optimization
pull-based
As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers. nascent products raw materials intermediate products natural resources basic products
raw materials
The bullwhip effect can be countered by: globalization. disintermediation. implementing a CRM. reducing information uncertainty. product differentiation.
reducing information uncertainty.
Using social networking tools to converse with customers is called: ERM. social CRM. operational CRM. PRM. analytical CRM.
social CRM.
