Question 1

SFA modules in CRM systems would provide tools for

Accepted Answer

A)  assigning and managing customer service requests. 
B)  capturing prospect and customer data. 
C)  identifying profitable and unprofitable customers. 
D)  managing sales prospect and contact information. 
E)  employee performance management. 
A)  assigning and managing customer service requests. 
B)  capturing prospect and customer data. 
C)  identifying profitable and unprofitable customers. 
D)  managing sales prospect and contact information. 
E)  employee performance management.

Question 2

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?

Accepted Answer

A)  customer and supplier intimacy 
B)  operational excellence 
C)  survival 
D)  improved decision making 
E)  new products and services 
A)  customer and supplier intimacy 
B)  operational excellence 
C)  survival 
D)  improved decision making 
E)  new products and services

Question 3

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

Accepted Answer

A)  raw materials 
B)  intermediate products 
C)  basic products 
D)  natural resources 
E)  nascent products 
A)  raw materials 
B)  intermediate products 
C)  basic products 
D)  natural resources 
E)  nascent products

Question 4

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

Accepted Answer

A)  faster time to market. 
B)  cost reduction. 
C)  supply matched to demand. 
D)  improved delivery service. 
E)  increased inventory levels. 
A)  faster time to market. 
B)  cost reduction. 
C)  supply matched to demand. 
D)  improved delivery service. 
E)  increased inventory levels.

Question 5

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

Accepted Answer

A)  marketing. 
B)  account management. 
C)  advertising. 
D)  public relations. 
E)  human resources. 
A)  marketing. 
B)  account management. 
C)  advertising. 
D)  public relations. 
E)  human resources.

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

Identify two classifications for supply chain software. For each classification, identify five capabilities.

Accepted Answer

Supply chain planning systems and supply

Question 8

You have been hired by Santori, Inc., a small company that imports and distributes an Italian sparkling water. The company is interested in what benefits an enterprise system would bring. Would an enterprise system be appropriate for this company?
 What steps would you take in determining this?

Accepted Answer

An enterprise system may be too expensiv

Question 9

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.

Accepted Answer

A)  just-in-time 
B)  frictionless 
C)  bullwhip 
D)  safety-stock 
E)  streamlined 
A)  just-in-time 
B)  frictionless 
C)  bullwhip 
D)  safety-stock 
E)  streamlined

Question 10

Which of the following is an important capability for sales processes that is found in most major CRM software products?

Accepted Answer

A)  returns management 
B)  lead management 
C)  channel promotions management 
D)  events management 
E)  customer satisfaction management 
A)  returns management 
B)  lead management 
C)  channel promotions management 
D)  events management 
E)  customer satisfaction management

Question 11

Which of the following is not true about enterprise systems?

Accepted Answer

A)  Enterprise systems help firms respond rapidly to customer requests for information or products. 
B)  Enterprise system data have standardized definitions and formats that are accepted by the entire organization. 
C)  Enterprise software is expressly built to allow companies to mimic their unique business practices. 
D)  Enterprise software includes analytical tools to evaluate overall organizational performance. 
E)  Enterprise systems provide firmwide information to help managers make better decisions. 
A)  Enterprise systems help firms respond rapidly to customer requests for information or products. 
B)  Enterprise system data have standardized definitions and formats that are accepted by the entire organization. 
C)  Enterprise software is expressly built to allow companies to mimic their unique business practices. 
D)  Enterprise software includes analytical tools to evaluate overall organizational performance. 
E)  Enterprise systems provide firmwide information to help managers make better decisions.

Question 12

Using social networking tools to converse with customers is called

Accepted Answer

A)  analytical CRM. 
B)  social CRM. 
C)  operational CRM. 
D)  PRM. 
E)  ERM. 
A)  analytical CRM. 
B)  social CRM. 
C)  operational CRM. 
D)  PRM. 
E)  ERM.

Question 13

Customer service modules in CRM systems provide tools for

Accepted Answer

A)  assigning and managing customer service requests. 
B)  capturing prospect and customer data. 
C)  identifying profitable and unprofitable customers. 
D)  managing sales prospect and contact information. 
E)  organizing effective marketing campaigns. 
A)  assigning and managing customer service requests. 
B)  capturing prospect and customer data. 
C)  identifying profitable and unprofitable customers. 
D)  managing sales prospect and contact information. 
E)  organizing effective marketing campaigns.

Question 14

Enterprise systems include analytical tools.

Accepted Answer

A) True 
 B)False

Question 15

________ systems are based on a suite of software models used to support business activities across the firm.

Accepted Answer

A)  Global 
B)  Organizational 
C)  Supply chain 
D)  Product differentiation 
E)  Enterprise 
A)  Global 
B)  Organizational 
C)  Supply chain 
D)  Product differentiation 
E)  Enterprise

Question 16

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

Accepted Answer

A)  e-mail 
B)  Web site 
C)  intranet 
D)  retail store 
E)  Facebook 
A)  e-mail 
B)  Web site 
C)  intranet 
D)  retail store 
E)  Facebook

Question 17

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?

Accepted Answer

A)  churn rate 
B)  customer lifetime value 
C)  cost per lead 
D)  cost per sale 
E)  customer average value 
A)  churn rate 
B)  customer lifetime value 
C)  cost per lead 
D)  cost per sale 
E)  customer average value

Question 18

________ 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.

Accepted Answer

A)  Customer 
B)  SOA 
C)  Marketing 
D)  Complex 
E)  SFA 
A)  Customer 
B)  SOA 
C)  Marketing 
D)  Complex 
E)  SFA

Question 19

All CRM packages contain modules for PRM and ERM.

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A) True 
 B)False

SFA modules in CRM systems would provide tools for

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?

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

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

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

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

Identify two classifications for supply chain software. For each classification, identify five capabilities.

You have been hired by Santori, Inc., a small company that imports and distributes an Italian sparkling water. The company is interested in what benefits an enterprise system would bring. Would an enterprise system be appropriate for this company? What steps would you take in determining this?

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.

Which of the following is an important capability for sales processes that is found in most major CRM software products?

Which of the following is not true about enterprise systems?

Using social networking tools to converse with customers is called

Customer service modules in CRM systems provide tools for

Enterprise systems include analytical tools.

________ systems are based on a suite of software models used to support business activities across the firm.

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

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?

________ 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.

All CRM packages contain modules for PRM and ERM.

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

Information Systems in Global Business Today

Global E-Business and Collaboration

Information Systems, Organizations, and Strategy

Ethical and Social Issues in Information Systems

It Infrastructure and Emerging Technologies

Foundations of Business Intelligence: Databases and Information Management

Telecommunications, the Internet, and Wireless Technology

Securing Information Systems

E-Commerce: Digital Markets, Digital Goods

Managing Knowledge

Enhancing Decision Making

Building Information Systems

Managing Projects

Managing Global Systems

Filters

Exam 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

SFA modules in CRM systems would provide tools for

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?

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

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

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

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

Identify two classifications for supply chain software. For each classification, identify five capabilities.

You have been hired by Santori, Inc., a small company that imports and distributes an Italian sparkling water. The company is interested in what benefits an enterprise system would bring. Would an enterprise system be appropriate for this company? What steps would you take in determining this?

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.

Which of the following is an important capability for sales processes that is found in most major CRM software products?

Which of the following is not true about enterprise systems?

Using social networking tools to converse with customers is called

Customer service modules in CRM systems provide tools for

Enterprise systems include analytical tools.

________ systems are based on a suite of software models used to support business activities across the firm.

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

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?

________ 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.

All CRM packages contain modules for PRM and ERM.

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

Information Systems in Global Business Today

Global E-Business and Collaboration

Information Systems, Organizations, and Strategy

Ethical and Social Issues in Information Systems

It Infrastructure and Emerging Technologies

Foundations of Business Intelligence: Databases and Information Management

Telecommunications, the Internet, and Wireless Technology

Securing Information Systems

E-Commerce: Digital Markets, Digital Goods

Managing Knowledge

Enhancing Decision Making

Building Information Systems

Managing Projects

Managing Global Systems

Filters