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

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 one of the four types of customers described in the case study on Graybar?

All of the following service capabilities would be found in major CRM products except

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.

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

Walmart's continuous replenishment system is an example of a ________ model.

________ 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.

Identify five benefits of customer relationship management systems.

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

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?