HW 9

Which of the following customer relationship management applications provides analysis of customer data?

Analytical CRM

Which of the following tools is used to analyzing customer buying patterns?

Analytical CRM

Data from which of the following is not used as an input by analytical CRM applications?

CLTV

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?

CLTV

Which supply chain planning function determines how much product is needed to satisfy all customer demands?

Demand planning

Which of the following refers to a company's organizations and processes for distributing and delivering products to its final customers?

Downstream portion of the supply chain

________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.

ERM

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?

ERP systems

CRM systems help businesses achieve which of the following business objectives?

Enhanced customer intimacy

Which of the following statements about enterprise applications is not true?

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

Which of the following is not true about enterprise systems?

Enterprise software is expressly built to allow companies to mimic their unique business practices.

Which of the following is not true about global supply chains?

Global supply chains are no different from domestic supply chains.

Which of the following is not an example of inefficiencies in the supply chain?

High switching costs

Which of the following would not be considered a contact point?

Intranet

Why isn't overstocking warehouses an effective solution for a problem of low availability?

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?

Lead management

Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?

Middleware

________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.

Operational

________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.

PRM

________ management is an important capability for customer service processes that is found in most major CRM software products.

Returns

________ 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.

SFA

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?

Safety stock

You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?

Select the functions of the system you wish to use.

The Warehouse Management System used by Haworth Incorporated is an example of which of the following?

Supply chain execution system

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 execution system

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

Concurrent supply chains are made possible by which technology?

The Internet

Which of the following refers to a company's suppliers, supplier's suppliers, and the processes for managing relationships with them?

Upstream portion of the supply chain

Customer service modules in CRM systems provide tools for:

assigning and managing customer service requests.

Marketing modules in CRM systems provide tools for all of the following except:

assigning and managing customer service requests.

Enterprise software is built around thousands of predefined business processes that reflect:

best practices.

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.

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.

business intelligence

Operational CRM applications include tools for all of the following except:

calculating CLTV.

In order to achieve maximum benefit from an enterprise software package, a business should:

change the way it works to match the software's business processes.

The measurement of the number of customers who stop using or purchasing products or services from a company is called:

churn rate.

Selling a customer with a checking account a home improvement loan is an example of:

cross-selling.

CLTV

customer lifetime value (CLTV): Difference between revenues produced by a specific customer and the expenses for acquiring and servicing that customer minus the cost of promotional marketing over the lifetime of the customer relationship, expressed in today's dollars.

A build-to-order supply-chain model is also called a ________ model.

demand-driven

Components or parts of finished products are referred to as:

downstream materials.

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.

e-business suites

Supply chain execution systems provide all of the following functions except:

generating demand forecasts for products.

Which of the following is not an example of a next-generation enterprise application?

i2 Technologies

Supply chain planning systems:

identify the transportation mode to use for product delivery.

The business value of an effective supply-chain management system includes all of the following except:

increased inventory levels.

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.

just-in-time

SFA modules in CRM systems provide tools for all of the following except:

managing customer service requests.

Customer relationship management systems typically provide software and online tools for sales, customer service, and:

marketing.

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.

planning; execution

Manufacturing and production processes include all of the following except:

product configuration.

A supply chain driven by actual customer orders or purchases follows a ________ model.

pull-based

The bullwhip effect can be countered by:

reducing information uncertainty.

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):

supply chain.

A ________ is a method of interaction with a customer, such as telephone or customer service desk.

touch point