Question 1

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

Accepted Answer

A)  Email 
B)  website 
C)  Intranet 
D)  Retail store 
E)  Facebook 
A)  Email 
B)  website 
C)  Intranet 
D)  Retail store 
E)  Facebook

Question 2

The measurement of the number of customers who stop using or purchasing products or services from a company is called:

Accepted Answer

A)  switching costs. 
B)  CRM rate. 
C)  CLTV. 
D)  switch rate. 
E)  churn rate. 
A)  switching costs. 
B)  CRM rate. 
C)  CLTV. 
D)  switch rate. 
E)  churn rate.

Question 3

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 application be appropriate for this company? What steps would you take in determining this?

Accepted Answer

An enterprise system may be too expensiv

Question 4

What are four questions that a good CRM system can help answer and how do firms use the answers to those questions?

Accepted Answer

Four questions that a good CRM system ca

Question 5

According to the chapter case study, which of the following software vendors has enabled Scotts Miracle-Gro to develop consumer-driven demand planning?

Accepted Answer

A)  Oracle 
B)  JDA Software 
C)  SAP 
D)  IBM 
E)  Salesforce.com 
A)  Oracle 
B)  JDA Software 
C)  SAP 
D)  IBM 
E)  Salesforce.com

Question 6

Which of the following tools is used to analyzing customer buying patterns?

Accepted Answer

A)  CLTV 
B)  Analytical CRM 
C)  Operational CRM 
D)  Demand planning. 
E)  SFA 
A)  CLTV 
B)  Analytical CRM 
C)  Operational CRM 
D)  Demand planning. 
E)  SFA

Question 7

Why isn't overstocking warehouses an effective solution for a problem of low availability?

Accepted Answer

A)  It does not speed product time to market. 
B)  It is an inefficient use of raw materials. 
C)  It increases sales costs. 
D)  It increases production costs. 
E)  It increases inventory costs. 
A)  It does not speed product time to market. 
B)  It is an inefficient use of raw materials. 
C)  It increases sales costs. 
D)  It increases production costs. 
E)  It increases inventory costs.

Question 8

Safety stock acts as an inexpensive buffer for the lack of flexibility in the supply chain.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

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)  sales quote generation. 
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)  sales quote generation.

Question 11

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

Accepted Answer

A)  Returns 
B)  Lead 
C)  Account 
D)  Events 
E)  Field sales 
A)  Returns 
B)  Lead 
C)  Account 
D)  Events 
E)  Field sales

Question 12

Enterprise application vendors are now including ________ features such as tools for data visualization, flexible reporting, and ad hoc analysis as part of the application.

Accepted Answer

A)  ESS 
B)  SAP 
C)  on-demand 
D)  business intelligence 
E)  just-in-time 
A)  ESS 
B)  SAP 
C)  on-demand 
D)  business intelligence 
E)  just-in-time

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

Which of the following statements about enterprise applications is not true?

Accepted Answer

A)  Enterprise applications require organizational learning. 
B)  Enterprise applications introduce "switching costs." 
C)  Enterprise applications are based on organization-wide definitions of data. 
D)  Enterprise applications are best implemented when few changes in business processes are required. 
E)  Open source enterprise applications are attractive to companies because of their low cost. 
A)  Enterprise applications require organizational learning. 
B)  Enterprise applications introduce "switching costs." 
C)  Enterprise applications are based on organization-wide definitions of data. 
D)  Enterprise applications are best implemented when few changes in business processes are required. 
E)  Open source enterprise applications are attractive to companies because of their low cost.

Question 15

Data from which of the following is not used as an input by analytical CRM applications?

Accepted Answer

A)  Operational CRM systems 
B)  Customer touch points 
C)  Customer lists purchased from others 
D)  CLTV 
E)  Demographic data 
A)  Operational CRM systems 
B)  Customer touch points 
C)  Customer lists purchased from others 
D)  CLTV 
E)  Demographic data

Question 16

What is a PRM module? How does it differ from an ERM module?

Accepted Answer

The more comprehensive CRM packages cont

Question 17

Plant Away is an Oregon-based retailer and distributor of trees and shrubs. They have hundreds of smaller nurseries based around the country that grow the plant stock. The majority of their business is conducted online: Consumers purchase typically small quantities of products online and Plant Away coordinates the shipping from the most appropriate nursery. What unique problems might you anticipate they have in their supply chain? What might remedy these problems?

Accepted Answer

Typical problems in supply chains arise

Question 18

Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.

Accepted Answer

A) True 
 B)False

Question 19

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.

Accepted Answer

A)  network 
B)  bullwhip 
C)  ripple 
D)  whirlpool 
E)  just-in-time 
A)  network 
B)  bullwhip 
C)  ripple 
D)  whirlpool 
E)  just-in-time

Question 20

Enterprise applications introduce switching costs.

Accepted Answer

A) True 
 B)False

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

The measurement of the number of customers who stop using or purchasing products or services from a company is called:

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 application be appropriate for this company? What steps would you take in determining this?

What are four questions that a good CRM system can help answer and how do firms use the answers to those questions?

According to the chapter case study, which of the following software vendors has enabled Scotts Miracle-Gro to develop consumer-driven demand planning?

Which of the following tools is used to analyzing customer buying patterns?

Why isn't overstocking warehouses an effective solution for a problem of low availability?

Safety stock acts as an inexpensive buffer for the lack of flexibility in the supply chain.

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

Customer service modules in CRM systems provide tools for:

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

Enterprise application vendors are now including ________ features such as tools for data visualization, flexible reporting, and ad hoc analysis as part of the application.

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

Which of the following statements about enterprise applications is not true?

Data from which of the following is not used as an input by analytical CRM applications?

What is a PRM module? How does it differ from an ERM module?

Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.

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.

Enterprise applications introduce switching costs.

Business Information Systems in Your Career

Global E-Business and Collaboration

Achieving Competitive Advantage With Information Systems

Ethical and Social Issues in Information Systems

It Infrastructure: Hardware and Software

Foundations of Business Intelligence: Databases and

Telecommunications, the Internet, and Wireless Technology

Securing Information Systems

E-Commerce: Digital Markets, Digital Goods

Improving Decision Making and Managing Knowledge

Building Information Systems and Managing Projects

Filters

Exam 9: Achieving Operational Excellence and Customer Intimacy:

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

The measurement of the number of customers who stop using or purchasing products or services from a company is called:

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 application be appropriate for this company? What steps would you take in determining this?

What are four questions that a good CRM system can help answer and how do firms use the answers to those questions?

According to the chapter case study, which of the following software vendors has enabled Scotts Miracle-Gro to develop consumer-driven demand planning?

Which of the following tools is used to analyzing customer buying patterns?

Why isn't overstocking warehouses an effective solution for a problem of low availability?

Safety stock acts as an inexpensive buffer for the lack of flexibility in the supply chain.

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

Customer service modules in CRM systems provide tools for:

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

Enterprise application vendors are now including ________ features such as tools for data visualization, flexible reporting, and ad hoc analysis as part of the application.

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

Which of the following statements about enterprise applications is not true?

Data from which of the following is not used as an input by analytical CRM applications?

What is a PRM module? How does it differ from an ERM module?

Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.

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.

Enterprise applications introduce switching costs.

Business Information Systems in Your Career

Global E-Business and Collaboration

Achieving Competitive Advantage With Information Systems

Ethical and Social Issues in Information Systems

It Infrastructure: Hardware and Software

Foundations of Business Intelligence: Databases and

Telecommunications, the Internet, and Wireless Technology

Securing Information Systems

E-Commerce: Digital Markets, Digital Goods

Improving Decision Making and Managing Knowledge

Building Information Systems and Managing Projects

Filters