Chapter 8: Enterprise Systems

question

What allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems?
answer

Integration
question

What are several different types of software that sit between and provide connectivity for two or more software applications?
answer

Middleware
question

What is a current or existing system that will become the base for upgrading or integrating with a new system?
answer

Legacy System
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SCM Systems link ..
answer

Distribution & Manufacturing
question

What is it called when distorted product-demand information ripples from one partner to the next throughout the supply chain?
answer

Bullwhip Effect
question

What is the ability to view all areas up and down the supply chain in real time?
answer

Supply Chain Visibility
question

What increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events?
answer

Supple chain event managament
question

What helps organizations reduce inventory investments, while improving customer satisfaction?
answer

collaborative demand planning
question

What allows an organization to reduce product development costs?
answer

Collaborative Engineering
question

As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past?
answer

Existing customers are the best source of profitable and sustainable revenue growth
question

There are three phases in the evolution of CRM: (1) reporting, (2) analyzing, and (3) predicting. What do CRM predicting technologies help organizations accomplish?
answer

Make predictions regarding customer behavior such as which customers are at risk of leaving
question

A contact center is one of the best assets a customer-driven organization can have. Why?
answer

Maintaining a high level of customer support is critical to obtaining and retaining customers.
question

In which industry area will CRM remain a major strategic focus for years to come?
answer

Product is difficult to differentiate
question

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?
answer

Analytical CRM
question

What can analytical CRM modeling tools discover?
answer

Identify opportunities for expanding customer relationships Identify opportunities for cross-selling Identify opportunities for up-selling
question

What occurs when a website can know enough about a person’s likes and dislikes that it can fashion offers that are more likely to appeal to that person?
answer

Website Personalization
question

Which is not one of the three phases in the evolution of CRM? Reporting, Analyzing, Processing, Predicting
answer

Processing
question

What is a question representing a CRM reporting technology example?
answer

What is the total revenue by customer?
question

What is a question representing a CRM analyzing technology question?
answer

Why did sales not meet forecasts?
question

Which of the following questions represents a CRM predicting technology question?
answer

What customers are at risk of leaving?
question

Which of the following operational CRM technologies does the marketing department typically use?
answer

List generator, campaign management, cross-selling and up-selling
question

What operational CRM technologies does the customer service department typically use?
answer

Contact center, web-based self-service, call scripting
question

What represents sales force automation?
answer

A system that automatically tracks all of the steps in the sales process
question

Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track?
answer

Sales force automation system
question

What is the primary difference between contact management and opportunity management?
answer

Contact management deals with existing customers; opportunity management deals with new customers
question

What is automatic call distribution?
answer

A phone switch routes inbound calls to available agents.
question

What is predictive dialing?
answer

It automatically dials outbound calls; when someone answers, the call is forwarded to an available agent.
question

What provides web-based self-service tools that streamline and automate the human resource department?
answer

Employee relationship management
question

Which industries will want to keep using CRM as a major strategic focus in the future?
answer

Industries whose products are difficult to differentiate
question

Which of the following is a common sales CRM metric?
answer

Number of new customers
question

Which of the following is a common customer service CRM metric?
answer

Average time to resolution
question

Which of the following is a common marketing CRM metric?
answer

Cost per interaction by marketing campaign
question

What is enterprise resource planning?
answer

Integration of all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprisewide information on all business operations
question

Which activities do accounting and finance components perform?
answer

Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.
question

Which activities do production and materials management components perform?
answer

Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.
question

Which activities do human resource components perform?
answer

Track employee information including payroll, benefits, compensation, and performance assessment, and assume compliance with the legal requirements of multiple jurisdictions and tax authorities.
question

Which extended ERP component collects information used throughout an organization, organizes it, and applies analytical tools to assist managers with decisions?
answer

business intelligence
question

Which of the following describes an ERP system?
answer

ERP systems provide a foundation for collaboration among departments. ERP systems enable people in different business areas to communicate. ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization’s performance.
question

What is at the heart of any ERP system?
answer

Database
question

Which of the following occurs when everyone involved in sourcing, producing, and delivering the company’s product works with the same information?
answer

Eliminates redundancies Cuts down wasted time Removes misinformation

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