question

All of the following service capabilities would be found in major CRM products except customer satisfaction management. call center & help desk. service analytics. returns management. order management.

answer

order management.

question

Using social networking tools to converse with customers is called analytical CRM. social CRM. PRM. ERM. operational CRM.

answer

social CRM.

question

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. frictionless just-in-time bullwhip streamlined safety-stock

answer

just-in-time

question

Cross-selling is the marketing of complementary products to customers. True False

answer

True

question

The measurement of the number of customers who stop using or purchasing products or services from a company is called CLTV. switch rate. switching costs. churn rate. turnover percentage.

answer

churn rate.

question

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

answer

PRM

question

________ systems are based on a suite of software models used to support business activities across the firm. Product differentiation Supply chain Enterprise Global Organizational

answer

Enterprise

question

The bullwhip effect is countered by globalization. implementing an SCM. disintermediation. product differentiation. reducing information uncertainty.

answer

reducing information uncertainty.

question

________ 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. Complex SFA SOA Marketing Customer

answer

SFA

question

An enterprise system helps reduce redundant business processes. True False

answer

False

question

________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation. Next-generation Operational Partner Employee Analytical

answer

Operational

question

A supply chain driven by actual customer orders or purchases follows a ________ model. pull-based optimized build-to-stock replenishment-driven push-based

answer

pull-based

question

Supply chain management systems are a type of enterprise system. True False

answer

False

question

The total time it takes to complete a business process, from start to finish, is called its ________ time. fulfillment service cycle actualization development

answer

cycle

question

All CRM packages contain modules for PRM and ERM. True False

answer

False

question

Enterprise software is built around thousands of predefined business processes that reflect industry goals. cutting edge workflow analyses. the firm's culture. the firm's organization. best practices.

answer

best practices.

question

Supply chain complexity and scale increases when firms manage the procurement, manufacturing, and distribution functions themselves. modify their existing workflows to comply with supply-chain management systems. move to globalization. outsource more labor. develop products and services that coordinate with many firms and suppliers.

answer

develop products and services that coordinate with many firms and suppliers.

question

CRM software can help organizations identify high-value customers for preferential treatments. True False

answer

True

question

Walmart's continuous replenishment system is an example of a ________ model. pull-based forecast-based enterprise-based push-based supply chain optimization

answer

pull-based

question

Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product. True False

answer

False

question

In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain. True False

answer

False

question

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems. demand; continual maintenance; development push; pull upstream; downstream planning; execution

answer

planning; execution

question

Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain? demand planning continuous replenishment just-in-time strategies perfect information safety stock

answer

safety stock

question

Which of the following is not one of the four types of customers described in the case study on Graybar? core customers service-drain customers marginal customers opportunistic customers niche customers

answer

niche customers

question

Total supply chain costs represent the majority of operating expenses for many businesses and in some industries approach 75 percent of the total operating budget. True False

answer

True

question

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. network diffraction bullwhip ripple whirlpool

answer

bullwhip

question

Operational CRM applications include tools for pinpointing unprofitable customers. identifying buying patterns. calculating CLTV. creating segments for targeted marketing. salesforce automation.

answer

salesforce automation.

question

Why is overstocking warehouses not an effective solution for a problem of low availability? It lowers fill rate. It does not speed product time to market. It increases inventory costs. It increases sales costs. It is an inefficient use of raw materials.

answer

It increases inventory costs.

question

From your reading of the chapter's opening case, ACH Food Companies implemented new information systems in order to achieve which of the following business objectives? improved decision making survival operational excellence new products and services customer and supplier intimacy

answer

operational excellence

question

Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application. ERM SOA PRM business intelligence social media

answer

business intelligence

question

A company's suppliers, supplier's suppliers, and the processes for managing relationships with them is the supplier's internal supply chain. upstream portion of the supply chain. external supply chain. downstream portion of the supply chain. onstream portion of the supply chain.

answer

upstream portion of the supply chain.

question

Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources. True False

answer

True

question

Which of the following is not an example of next-generation enterprise applications? cloud solutions solutions incorporating SOA open-source solutions social CRM solutions incorporating SCM

answer

solutions incorporating SCM

question

A build-to-order supply-chain model is also called a ________ model. replenishment-driven demand-driven supply-based push-based market-driven

answer

demand-driven

question

Which supply chain planning function determines how much product is needed to satisfy all customer demands? distribution management customer planning demand planning replenishment planning order planning

answer

demand planning

question

Customer relationship management systems typically provide software and online tools for sales, customer service, and public relations. marketing. human resources. account management. advertising.

answer

marketing.

question

In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products. True False

answer

False

question

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 best describes process management software. ERP systems. groupware. application software. supply chain management systems.

answer

ERP systems.

question

A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system. touch point optimization management planning execution

answer

execution

question

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 supply chain. distribution channel. marketing channel. value chain. information system.

answer

supply chain.

question

________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation. ERM DRM SCM PRM SFA

answer

ERM

question

Capabilities of supply chain execution systems would not include managing the financial information involving all parties. tracking the flow of finished goods. managing warehouse operations. managing materials. identifying the optimal transportation mode.

answer

identifying the optimal transportation mode.

question

You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take? Map the company's business processes to the software's business processes. Rewrite the software to support the way the company's business processes work. Select the functions of the system you wish to use. Map the software's business processes to the company's business processes. Select the business processes you wish to automate.

answer

Select the functions of the system you wish to use.

question

The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers. True False

answer

False

question

Which of the following statements about enterprise applications is not true? Enterprise applications introduce "switching costs." Enterprise applications require fundamental changes in the way a business operates. Enterprise applications are based on organization-wide definitions of data. Enterprise applications require organizational learning. Enterprise applications are best implemented when few changes in business processes are required.

answer

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

question

Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs. True False

answer

True

question

Enterprise systems include analytical tools. True False

answer

True

question

The bullwhip effect describes consistency and continuity in demand for a product as it passes from one entity to the next across the supply chain. True False

answer

False

question

From your reading of the Scott's Miracle-Gro case study, the company implemented SAP and JDA enterprise and supply chain planning systems to solve what problems? poor supply chain visibility for management lack of brand recognition shoddy record-keeping coordination issues caused by the merger of Scott's and MiracleGro lack of coordination among production facilities

answer

coordination issues caused by the merger of Scott's and MiracleGro

question

The business value of an effective supply chain management system includes all of the following except improved delivery service. supply matched to demand. increased inventory levels. cost reduction. faster time to market.

answer

improved delivery service.

question

Safety stock acts as a buffer for the lack of flexibility in the supply chain. True False

answer

True

question

A ________ is a method of interaction with a customer, such as telephone or customer service desk. client channel sales point point of service point of presence touch point

answer

touch point

question

Analyzing customer buying patterns is an example of cross-selling. demand planning. operational CRM. CLTV. analytical CRM.

answer

analytical CRM.

question

Before the Internet, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes. True False

answer

True

question

When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with configuration tables. Web services. middleware. data dictionaries. customized plug-ins.

answer

configuration tables.

question

Marketing modules in CRM systems would provide tools for capturing prospect and customer data. assigning and managing customer service requests. increasing efficiency of call centers. identifying profitable and unprofitable customers. managing sales prospect and contact information.

answer

identifying profitable and unprofitable customers.

question

Customer service modules in CRM systems provide tools for capturing prospect and customer data. managing sales prospect and contact information. organizing effective marketing campaigns. identifying profitable and unprofitable customers. assigning and managing customer service requests.

answer

assigning and managing customer service requests.

question

Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications. operational SFA analytical SFA operational CRM analytical CRM operational SCM

answer

analytical CRM

question

CRM systems help businesses obtain which business objective? improved decision making operational excellence survival new products and services customer and supplier intimacy

answer

customer and supplier intimacy

question

Systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product best describes supply chain ________ systems. demand optimization execution delivery planning

answer

planning

question

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other. middleware ERP systems cloud solutions legacy systems e-business suites

answer

e-business suites

question

Which of the following is not true about enterprise systems? Enterprise software is expressly built to allow companies to mimic their unique business practices. Enterprise software includes analytical tools to evaluate overall organizational performance. Enterprise systems provide firmwide information to help managers make better decisions. Enterprise system data have standardized definitions and formats that are accepted by the entire organization. Enterprise systems help firms respond rapidly to customer requests for information or products.

answer

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

question

Components or parts of finished products are referred to as mid-chain products. secondary products. raw materials. intermediate products. upstream materials.

answer

intermediate products.

question

Selling a customer with a checking account a home improvement loan is an example of cross-selling. sales force automation. operational CRM. cross-channel promotions. direct marketing.

answer

cross-selling.

question

Supply chain planning systems perform all of the following functions except establish inventory levels for raw materials and finished goods. track the physical status of goods. determine how much product to manufacture in a given time period. determine where to store finished goods. identify the transportation mode to use for product delivery.

answer

track the physical status of goods.

question

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers. intermediate products nascent products natural resources basic products raw materials

answer

raw materials

question

Concurrent supply chains are made possible by which technology? the Internet supply-chain management systems extranets just-in-time supply-chain technologies ERP systems

answer

the Internet

question

Supply chain ________ systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner. optimization delivery demand planning execution

answer

execution

question

A company's organizations and processes for distributing and delivering products to the final customers is the onstream portion of the supply chain. downstream portion of the supply chain. supplier's internal supply chain. external supply chain. upstream portion of the supply chain.

answer

downstream portion of the supply chain.

question

SFA modules in CRM systems would provide tools for identifying profitable and unprofitable customers. capturing prospect and customer data. assigning and managing customer service requests. managing sales prospect and contact information. employee performance management.

answer

managing sales prospect and contact information.

question

Next-generation enterprise suites use ________ and SOA to link to systems of customers and suppliers. operational CRM employee relationship management Web services just-in-time strategy cross-selling

answer

Web services

question

Major CRM application software vendors include Oracle, SAP, and Salesforce.com. True False

answer

True

question

Which of the following would not be considered a contact point? intranet Web site Facebook retail store e-mail

answer

intranet

question

In order to achieve maximum benefit from an enterprise software package, a business uses only the processes in the software that match its own processes. selects only the software that best matches its existing business processes. changes the way it works to match the software's business processes. retains legacy systems that best work with the software. customizes the software to match all of its business processes.

answer

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

question

If manufacturers had perfect information, they could implement a frictionless strategy. just-in-time strategy. streamlined strategy. hyper-efficient strategy. bullwhip strategy.

answer

just-in-time strategy.

question

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? churn rate cost per sale cost per lead customer lifetime value customer average value

answer

customer lifetime value

question

Inefficiencies in a supply chain are primarily caused by inaccurate information. True False

answer

True

question

Which of the following is an important capability for sales processes that is found in most major CRM software products? customer satisfaction management events management returns management channel promotions management lead management

answer

lead management

question

Enterprise systems require fundamental changes in the way the business operates. True False

answer

True

question

Walmart is an example of a push-based model. True False

answer

False

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