Exam 8: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

From your reading of the chapter's opening case,Cannondale implemented new information systems in order to achieve which of the main six business objectives?

A company's organizations and processes for distributing and delivering products to the final customers is the:

________ 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.

Enterprise systems are strictly internally oriented;other types of enterprise applications must be used for communicating with customers and suppliers.

Supply chain management systems are a type of enterprise system.

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.

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

All CRM packages contain modules for PRM and ERM.

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

________ CRM includes customer-facing applications such as tools for sales force automation,call center and customer service support,and marketing automation.

From your reading of the Southwest Airlines case study,the company implemented which type of system to reduce aircraft groundings?

SFA modules in CRM systems would provide tools for:

The downstream portion of the supply chain includes retailers and customers.

In a ________ strategy,components arrive exactly at the moment they are needed,and finished goods are shipped as they leave the assembly line.

Analyzing customer buying patterns is an example of:

Which of the following is not true about enterprise systems?

________ modules deal with issues such as setting objectives,employee performance management,and performance-based compensation.

You have been hired by Croydon Visiting Nurse Services,whose business processes are all manual,paper-based processes.How might a CRM system benefit them?

Supply chain complexity and scale increases when firms:

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