Question 1

Which of the following customer relationship management applications provides analysis of customer data?

Accepted Answer

A)  Operational CRM 
B)  Analytical CRM 
C)  Operational SCM 
D)  Analytical SFA 
E)  Operational PRM 
A)  Operational CRM 
B)  Analytical CRM 
C)  Operational SCM 
D)  Analytical SFA 
E)  Operational PRM

Question 2

SFA modules in CRM systems provide tools for all of the following except:

Accepted Answer

A)  team selling. 
B)  territory management. 
C)  sales forecasting. 
D)  managing sales prospect and contact information. 
E)  managing customer service requests. 
A)  team selling. 
B)  territory management. 
C)  sales forecasting. 
D)  managing sales prospect and contact information. 
E)  managing customer service requests.

Question 3

In order to achieve maximum benefit from an enterprise software package, a business should:

Accepted Answer

A)  customize the software to match all of its business processes. 
B)  use only the processes in the software that match its own processes. 
C)  change the way it works to match the software's business processes. 
D)  select only the software that best matches its existing business processes. 
E)  choose a cloud-based ERP package. 
A)  customize the software to match all of its business processes. 
B)  use only the processes in the software that match its own processes. 
C)  change the way it works to match the software's business processes. 
D)  select only the software that best matches its existing business processes. 
E)  choose a cloud-based ERP package.

Question 4

According to the case study on Unilever, over a ten-year period, Unilever reduced the number of ERP systems it had from ________ to ________.

Accepted Answer

A)  1000; 100 
B)  500; 50 
C)  250; 25 
D)  250; 4 
E)  100; 10 
A)  1000; 100 
B)  500; 50 
C)  250; 25 
D)  250; 4 
E)  100; 10

Question 5

With new flows of information made possible by web-based tools, supply chain management can more easily follow a push-based model.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

A)  SCM 
B)  SFA 
C)  ERM 
D)  PRM 
E)  SCP 
A)  SCM 
B)  SFA 
C)  ERM 
D)  PRM 
E)  SCP

Question 7

Discuss the business value of supply chain management systems.

Accepted Answer

Supply chain management systems enable f

Question 8

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)  CLTV 
C)  Cost per lead 
D)  Cost per sale 
E)  CRM rate 
A)  Churn rate 
B)  CLTV 
C)  Cost per lead 
D)  Cost per sale 
E)  CRM rate

Question 9

An enterprise system can help reduce redundant business processes.

Accepted Answer

A) True 
 B)False

Question 10

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

Question 11

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

Accepted Answer

A)  marketing. 
B)  inventory management. 
C)  demand forecasting 
D)  tracking of the status of goods. 
E)  warehouse and transportation operations. 
A)  marketing. 
B)  inventory management. 
C)  demand forecasting 
D)  tracking of the status of goods. 
E)  warehouse and transportation operations.

Question 12

Cross-selling markets complementary products to customers.

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

A)  Operational 
B)  Social 
C)  Web-based 
D)  Sales force 
E)  Analytical 
A)  Operational 
B)  Social 
C)  Web-based 
D)  Sales force 
E)  Analytical

Question 14

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

Accepted Answer

A)  operational CRM. 
B)  direct marketing. 
C)  cross-selling. 
D)  cross-channel promotions. 
E)  sales force automation. 
A)  operational CRM. 
B)  direct marketing. 
C)  cross-selling. 
D)  cross-channel promotions. 
E)  sales force automation.

Question 15

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

Question 16

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

Accepted Answer

Supply-chain planning systems and supply

Question 17

Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?

Accepted Answer

A)  Groupware 
B)  Web services 
C)  Data dictionaries 
D)  Middleware 
E)  Configuration tables 
A)  Groupware 
B)  Web services 
C)  Data dictionaries 
D)  Middleware 
E)  Configuration tables

Question 18

What business processes are supported by enterprise systems? Give specific examples.

Accepted Answer

The four major business processes suppor

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is not true about global supply chains?

Accepted Answer

A)  Performance standards may vary from region to region. 
B)  Global supply chains typically span greater time differences than domestic supply chains. 
C)  Global supply chains typically have participants from a number of countries. 
D)  Supply chain management for global supply chains may need to reflect cultural differences. 
E)  Global supply chains are no different from domestic supply chains. 
A)  Performance standards may vary from region to region. 
B)  Global supply chains typically span greater time differences than domestic supply chains. 
C)  Global supply chains typically have participants from a number of countries. 
D)  Supply chain management for global supply chains may need to reflect cultural differences. 
E)  Global supply chains are no different from domestic supply chains.

Which of the following customer relationship management applications provides analysis of customer data?

SFA modules in CRM systems provide tools for all of the following except:

In order to achieve maximum benefit from an enterprise software package, a business should:

According to the case study on Unilever, over a ten-year period, Unilever reduced the number of ERP systems it had from to .

With new flows of information made possible by web-based tools, supply chain management can more easily follow a push-based model.

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

Discuss the business value of supply chain management systems.

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?

An enterprise system can help reduce redundant business processes.

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:

Cross-selling markets complementary products to customers.

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

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

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.

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

Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?

What business processes are supported by enterprise systems? Give specific examples.

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

Which of the following is not true about global supply chains?

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 customer relationship management applications provides analysis of customer data?

SFA modules in CRM systems provide tools for all of the following except:

In order to achieve maximum benefit from an enterprise software package, a business should:

According to the case study on Unilever, over a ten-year period, Unilever reduced the number of ERP systems it had from ________ to ________.

With new flows of information made possible by web-based tools, supply chain management can more easily follow a push-based model.

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

Discuss the business value of supply chain management systems.

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?

An enterprise system can help reduce redundant business processes.

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:

Cross-selling markets complementary products to customers.

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

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

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.

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

Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?

What business processes are supported by enterprise systems? Give specific examples.

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

Which of the following is not true about global supply chains?

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

According to the case study on Unilever, over a ten-year period, Unilever reduced the number of ERP systems it had from to .