Exam 9: Achieving Operational Excellence and Customer Intimacy:

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

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

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

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

Customer service modules in CRM systems provide tools for

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.

________ 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.

To model its existing supply chain and make better decisions about managing inventory, a firm would implement the type of SCM called supply chain ________ systems.

A company's suppliers and the processes for managing relationships with them is the

Operational CRM applications include tools for

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

Supply chain complexity and scale increases when firms

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.

Enterprise systems are designed primarily to allow communication between an organization and outside partners and suppliers.

Companies can use configuration tables provided by the enterprise software to tailor a particular aspect of the system to the way it does business.

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

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

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

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

Cross-selling markets complementary products to customers.