Question 1

A supply chain driven by actual customer orders or purchases follows a ________ model.

Accepted Answer

A)  pull-based 
B)  build-to-stock 
C)  push-based 
D)  replenishment-driven 
E)  continuous delivery 
A)  pull-based 
B)  build-to-stock 
C)  push-based 
D)  replenishment-driven 
E)  continuous delivery

Question 2

Operational CRM uses a customer data warehouse and tools to analyze customer data collected from the firm's customer touch points and from other sources.

Accepted Answer

A) True 
 B)False

Question 3

The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.

Accepted Answer

A) True 
 B)False

Question 4

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.

Accepted Answer

A)  push; pull 
B)  demand; continual 
C)  upstream; downstream 
D)  planning; execution 
E)  external; internal 
A)  push; pull 
B)  demand; continual 
C)  upstream; downstream 
D)  planning; execution 
E)  external; internal

Question 5

According to a 2014 survey of 192 companies conducted by Panorama Consulting Solutions, the average cost of an ERP project was:

Accepted Answer

A)  $280,000. 
B)  $2.8 million. 
C)  $28 million. 
D)  $280 million. 
E)  $2.8 billion. 
A)  $280,000. 
B)  $2.8 million. 
C)  $28 million. 
D)  $280 million. 
E)  $2.8 billion.

Question 6

________ 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.

Accepted Answer

A)  PRM 
B)  SFA 
C)  ERM 
D)  CLTV 
E)  Just-in-time 
A)  PRM 
B)  SFA 
C)  ERM 
D)  CLTV 
E)  Just-in-time

Question 7

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

Accepted Answer

A)  assigning and managing customer service requests. 
B)  capturing prospect and customer data. 
C)  identifying profitable and unprofitable customers. 
D)  qualifying leads. 
E)  identifying opportunities for cross-selling. 
A)  assigning and managing customer service requests. 
B)  capturing prospect and customer data. 
C)  identifying profitable and unprofitable customers. 
D)  qualifying leads. 
E)  identifying opportunities for cross-selling.

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following except:

Accepted Answer

A)  reduce requisition-to-pay cycle times. 
B)  reduce accounts payable transaction processing. 
C)  centralize financial activities. 
D)  centralize procurement activities. 
E)  obtain lower prices for raw materials. 
A)  reduce requisition-to-pay cycle times. 
B)  reduce accounts payable transaction processing. 
C)  centralize financial activities. 
D)  centralize procurement activities. 
E)  obtain lower prices for raw materials.

Question 10

CRM systems help businesses achieve which of the following business objectives?

Accepted Answer

A)  Enhanced customer intimacy 
B)  Automated production forecasts 
C)  Faster time to market with new products and services 
D)  Enhanced supplier intimacy 
E)  Automated accounting processes 
A)  Enhanced customer intimacy 
B)  Automated production forecasts 
C)  Faster time to market with new products and services 
D)  Enhanced supplier intimacy 
E)  Automated accounting processes

Question 11

Identify and describe the two types of customer relationship management applications.

Accepted Answer

Operational CRM and analytical CRM are t

Question 12

Total supply chain costs in some industries approach 75 percent of the total operating budget.

Accepted Answer

A) True 
 B)False

Question 13

Supply chain planning systems:

Accepted Answer

A)  track the physical status of goods. 
B)  identify the transportation mode to use for product delivery. 
C)  track the financial information involving all parties. 
D)  track the status of orders. 
E)  track the management of materials. 
A)  track the physical status of goods. 
B)  identify the transportation mode to use for product delivery. 
C)  track the financial information involving all parties. 
D)  track the status of orders. 
E)  track the management of materials.

Question 14

Supply chain execution systems provide all of the following functions except:

Accepted Answer

A)  generating demand forecasts for products. 
B)  tracking the flow of finished goods. 
C)  managing materials. 
D)  managing warehouse operations. 
E)  tracking financial information. 
A)  generating demand forecasts for products. 
B)  tracking the flow of finished goods. 
C)  managing materials. 
D)  managing warehouse operations. 
E)  tracking financial information.

Question 15

What is social CRM and how is it being used?

Accepted Answer

Social CRM tools enable a business to co

Question 16

Supply chain management systems are a type of enterprise system.

Accepted Answer

A) True 
 B)False

Question 17

It is less expensive to sell a product to a new customer than to an existing customer.

Accepted Answer

A) True 
 B)False

Question 18

A ________ is a method of interaction with a customer, such as telephone or customer service desk.

Accepted Answer

A)  point of presence 
B)  touch point 
C)  sales point 
D)  client channel 
E)  supply chain 
A)  point of presence 
B)  touch point 
C)  sales point 
D)  client channel 
E)  supply chain

Question 19

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

Accepted Answer

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

Question 20

Operational CRM applications include tools for all of the following except:

Accepted Answer

A)  sales force automation. 
B)  call center support. 
C)  marketing automation. 
D)  customer service support. 
E)  calculating CLTV. 
A)  sales force automation. 
B)  call center support. 
C)  marketing automation. 
D)  customer service support. 
E)  calculating CLTV.

A supply chain driven by actual customer orders or purchases follows a ________ model.

Operational CRM uses a customer data warehouse and tools to analyze customer data collected from the firm's customer touch points and from other sources.

The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.

Supply chain software can be classified as either supply chain systems or supply chain systems.

According to a 2014 survey of 192 companies conducted by Panorama Consulting Solutions, the average cost of an ERP project was:

________ 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.

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

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

Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following except:

CRM systems help businesses achieve which of the following business objectives?

Identify and describe the two types of customer relationship management applications.

Total supply chain costs in some industries approach 75 percent of the total operating budget.

Supply chain planning systems:

Supply chain execution systems provide all of the following functions except:

What is social CRM and how is it being used?

Supply chain management systems are a type of enterprise system.

It is less expensive to sell a product to a new customer than to an existing customer.

A ________ is a method of interaction with a customer, such as telephone or customer service desk.

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

Operational CRM applications include tools for all of the following except:

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:

A supply chain driven by actual customer orders or purchases follows a ________ model.

Operational CRM uses a customer data warehouse and tools to analyze customer data collected from the firm's customer touch points and from other sources.

The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.

Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.

According to a 2014 survey of 192 companies conducted by Panorama Consulting Solutions, the average cost of an ERP project was:

________ 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.

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

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

Implementing enterprise software from Oracle enabled Alcoa to achieve all of the following except:

CRM systems help businesses achieve which of the following business objectives?

Identify and describe the two types of customer relationship management applications.

Total supply chain costs in some industries approach 75 percent of the total operating budget.

Supply chain planning systems:

Supply chain execution systems provide all of the following functions except:

What is social CRM and how is it being used?

Supply chain management systems are a type of enterprise system.

It is less expensive to sell a product to a new customer than to an existing customer.

A ________ is a method of interaction with a customer, such as telephone or customer service desk.

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

Operational CRM applications include tools for all of the following except:

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

Supply chain software can be classified as either supply chain systems or supply chain systems.