Deck 8: Enterprise Applications: Business Communications

Question 1

The evolution of CRM is reporting, analyzing, and predicting.

Answer 1

True
Explanation: The evolution of CRM is reporting, analyzing, and predicting.

Question 2

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Answer 2

False
Explanation: The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its customers.

Question 3

List generators fall under the category of the sales department's CRM tools.

Answer 3

False
Explanation: List generators fall under the category of the marketing department's CRM tools.

Question 4

What allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems?

A)Integration
B)Intelligence
C)Data interchange
D)Demand plan

Question 5

Production and materials management is a core ERP component.

Question 6

Information technology's primary role in supply chain management is creating the integrations or tight process and information linkages between functions within a firm-such as marketing, sales, finance, manufacturing, and distribution-and between firms.

Question 7

Business intelligence is both a core and extended ERP component.

Question 8

The customers' customer is upstream in the supply chain.

Question 9

RFM stands for regency, frequency, and monetary.

Question 10

Oracle and SAP are the biggest ERP vendors.

Question 11

The Internet can completely replace phone and face-to-face communications with customers.

Question 12

When a user enters or updates information in one ERP module, it is immediately and automatically updated throughout the entire system.

Question 13

Back-office operations deal directly with the customer.

Question 14

Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.

Question 15

Call scripting falls under the category of the sales department's CRM tools.

Question 16

In the past, departments made decisions independent of each other.

Question 17

Plan, source, make, deliver, and return are the five basic supply chain management components.

Question 18

SCM, CRM, and ERP are all extended ERP components.

Question 19

Contact management falls under the category of the customer service department's CRM tools.

Question 20

Elogistics manage the transportation and storage of goods.

Question 21

What is a current or existing system that will become the base for upgrading or integrating with a new system?

A)Legitimate system
B)Legacy system
C)List generator system
D)All of these

Question 22

Where would you find the customers' customer in a typical supply chain?

A)Upstream
B)Downstream
C)In the middle
D)Not on the supply chain

Question 23

In which of the five basic supply chain activities do you manufacture products and create production schedules?

A)Plan
B)Source
C)Deliver
D)Make

Question 24

In which of the five basic supply chain activities do you prepare to manage all resources required to meet demand?

A)Plan
B)Source
C)Deliver
D)Return

Question 25

What provides enterprisewide support and data access for a firm's operations and business processes?

A)Enterprise systems
B)Enterprise application integration
C)Middleware
D)Enterprise application integration middleware

Question 26

What takes a new approach to middleware by packaging commonly used applications together, reducing the time needed to integrate applications from multiple vendors?

A)Enterprise systems
B)Enterprise application integration
C)Middleware
D)Enterprise application integration middleware

Question 27

Where would you find the suppliers' suppler in a typical supply chain?

A)Upstream
B)Downstream
C)In the middle
D)Not on the supply chain

Question 28

What are several different types of software that sit between and provide connectivity for two or more software applications?

A)Enterprise systems
B)Enterprise application integration
C)Middleware
D)Enterprise application integration middleware

Question 29

What takes information entered into a given system and sends it automatically to all upstream systems and processes?

A)Forward integration
B)Forward data interchange
C)Backward integration
D)Backward data interchange

Question 30

Which of the following is an organizational result from an effective and efficient supply chain management system?

A)Decrease the power of its buyers
B)Create entry barriers thereby reducing the threat of new entrants
C)Increase efficiencies while seeking a competitive advantage through cost leadership
D)All of these

Question 31

What can effective and efficient supply chain management systems enable an organization to accomplish?

A)Increase the power of its buyers
B)Increase its supplier power
C)Increase switching costs to increase the threat of substitute products or services
D)All of these

Question 32

In which of the five basic supply chain activities do you build relationships with suppliers to procure raw materials?

A)Plan
B)Source
C)Deliver
D)Return

Question 33

Where would you find the manufacturer and distributor in a typical supply chain?

A)Upstream
B)Downstream
C)In the middle
D)Not on the supply chain

Question 34

What connects the plans, methods, and tools aimed at integrating separate enterprise systems?

A)Enterprise systems
B)Enterprise application integration
C)Middleware
D)Enterprise application integration middleware

Question 35

Which of the following is not an example of a primary enterprise system?

A)Supply chain management
B)Customer relationship management
C)Enterprise revenue planning
D)Enterprise resource planning

Question 36

Which of the following statements is inaccurate?

A)Ideally, an organization wants to build both forward and backward integrations.
B)Integrations are expensive and difficult to build and maintain.
C)Most organizations invest in forward integrations only.
D)Most organizations invest in backward integrations only.

Question 37

What does supply chain management involve?

A)The management of production material flows between and among stages in a supply chain to maximize total supply chain efficiency
B)The management of information flows between and among stages in a supply chain to maximize total supply chain costs
C)The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
D)None of these

Question 38

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

A)Plan
B)Source
C)Deliver
D)Return

Question 39

Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system.The system linked Walmart's _____________ centers directly to P&G's _____________ centers.

A)Manufacturing; distribution
B)Distribution; manufacturing
C)Stores; distribution
D)Distribution; stores

Question 40

What takes information entered into a given system and sends it automatically to all downstream systems and processes?

A)Forward integration
B)Forward data interchange
C)Backward integration
D)Backward data interchange

Question 41

Why is CRM one of the most valuable assets a company can acquire?

A)Because organizations have not been successful in implementing SCM systems, they have turned their resources toward CRM.
B)CRM has proven to increase customer loyalty and retention and an organization's profitability.
C)It is easy for a company to steal its competitors' loyal and devoted customers; therefore, companies need a viable process for targeting competitors' customers.
D)Without CRM, it is impossible to effectively manage or cross-sell products to customers.

Question 42

What is the ability to view all areas up and down the supply chain in real time?

A)Bullwhip effect
B)Demand planning software
C)Supply chain visibility
D)Supply chain execution software

Question 43

Which of the following metrics represents the frequency of inventory replacement?

A)Back order
B)Inventory cycle time
C)Customer order cycle time
D)Inventory turnover

Question 44

Which of the following metrics represents the time it takes to manufacture a product and deliver it to the retailer?

A)Back order
B)Inventory cycle time
C)Customer order cycle time
D)Inventory turnover

Question 45

What allows an organization to reduce product development costs?

A)Supply chain event management
B)Selling chain management
C)Collaborative engineering
D)Collaborative demand planning

Question 46

What is it called when distorted product-demand information ripples from one partner to the next throughout the supply chain?

A)Bullwhip effect
B)Demand planning systems
C)Supply chain planning systems
D)Supply chain execution systems

Question 47

As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past?

A)Existing customers are the best source of profitable and sustainable revenue growth.
B)In the age of ebusiness, an organization is guaranteed a favorable customer base, and satisfying them is easier than ever.
C)Organizations cannot depend on using statistical analysis or value formulas such as recency, frequency, and monetary to gain insight into customer behavior or buying patterns.
D)Placing customers at the forefront of all thinking and decision making requires very few operational and technology changes.

Question 48

Which of the following can a customer use to contact an organization?

A)Telephone
B)Email
C)Web access
D)All of these

Question 49

What does the average company spend on production needs?

A)Almost 10 percent of every dollar that it earns
B)Almost 20 percent of every dollar that it earns
C)Almost 40 percent of every dollar that it earns
D)Almost 50 percent of every dollar that it earns

Question 50

Which of the following metrics represents an unfilled customer order for a product that is out of stock?

A)Back order
B)Inventory cycle time
C)Customer order cycle time
D)Inventory turnover

Question 51

Which of the following ensures supply chain cohesion by automating the different activities of the supply chain?

A)Bullwhip effect
B)Demand planning systems
C)Supply chain planning systems
D)Supply chain execution systems

Question 52

Which of the following is not one of the five basic components of supply chain management?

A)Plan
B)Source
C)Cost
D)Deliver

Question 53

Which of the following metrics represents the agreed upon time between the purchase of a product and the delivery of the product?

A)Back order
B)Inventory cycle time
C)Customer order cycle time
D)Inventory turnover

Question 54

Today, SCM systems focus on extending beyond an organization's four walls to influence:

A)Suppliers
B)Suppliers' supplier
C)Customers' customer
D)All of these

Question 55

Which of the following represents the bullwhip effect?

A)Organizations know about employee events triggered downstream in the supply chain.
B)Customers receive distorted product demand information regarding sales information.
C)Distorted product-demand information ripples from one partner to the next throughout the supply chain.
D)All areas up and down the supply chain can be viewed.

Question 56

Which of the following generates demand forecasts using statistical tools and forecasting techniques?

A)Bullwhip effect
B)Demand planning system
C)Supply chain visibility
D)Supply chain execution system

Question 57

What automates order processes from initial customer inquiry to final product delivery?

A)Supply chain event management
B)Selling chain management
C)Collaborative engineering
D)Collaborative demand planning

Question 58

What increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events?

A)Supply chain event management
B)Selling chain management
C)Collaborative engineering
D)Collaborative demand planning

Question 59

Which of the following is not one of the three main links in the supply chain?

A)Materials flow from suppliers and their "downstream" suppliers at all levels
B)Transformation of materials into semifinished and finished products-the organization's own production processes
C)Distribution of products to customers and their "downstream" customers at all levels
D)None of these

Question 60

What helps organizations reduce inventory investments, while improving customer satisfaction?

A)Supply chain event management
B)Selling chain management
C)Collaborative engineering
D)Collaborative demand planning

Question 61

Which of the following operational CRM technologies does the marketing department typically use?

A)Contact center, web-based self-service, call scripting
B)Contact center, cross-selling and up-selling, web-based self-service
C)List generator, opportunity management, cross-selling and up-selling
D)List generator, campaign management, cross-selling and up-selling

Question 62

What made-to-order views can analytical CRM tools slice-and-dice customer information into?

A)Customer value
B)Customer spending
C)Customer segmentation
D)All of these

Question 63

What is an organization performing when it asks questions such as, "Which customers are at risk of leaving"?

A)CRM reporting technologies
B)CRM analyzing technologies
C)CRM processing technologies
D)CRM predicting technologies

Question 64

What is an organization performing when it asks questions such as, "Why was customer revenue so high"?

A)CRM reporting technologies
B)CRM analyzing technologies
C)CRM processing technologies
D)CRM predicting technologies

Question 65

Which of the following operational CRM technologies does the customer service department typically use?

A)Contact center, web-based self-service, call scripting
B)Sales management, contact management, opportunity management
C)List generator, opportunity management, cross-selling and up-selling
D)List generator, campaign management, cross-selling and up-selling

Question 66

In which industry area will CRM remain a major strategic focus for years to come?

A)Product is unique
B)Product is in limited supply
C)Product is difficult to differentiate
D)None of these

Question 67

Which of the following questions represents a CRM analyzing technology question?

A)Why did sales not meet forecasts?
B)What customers are at risk of leaving?
C)What is the total revenue by customer?
D)All of these

Question 68

Which of the following is not a valid way that a CRM system can collect information?

A)Accounting system
B)Order fulfillment system
C)Inventory system
D)Customer's personal computer

Question 69

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

A)Analytical CRM
B)Operational CRM
C)Website personalization
D)All of these

Question 70

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

A)Operational CRM
B)Analytical CRM
C)Website personalization
D)All of these

Question 71

There are three phases in the evolution of CRM: (1) reporting, (2) analyzing, and (3) predicting.What do CRM predicting technologies help organizations accomplish?

A)Make predictions regarding customer behavior such as which customers are at risk of leaving
B)Segment their customers into categories such as best and worst customers
C)Identify their customers across other applications
D)All the above

Question 72

Which of the following represents operational CRM?

A)Supports traditional transactional processing
B)Supports day-to-day front-office operations
C)Supports operations that deal directly with the customers
D)All of these

Question 73

Which of the following questions represents a CRM reporting technology example?

A)Why did sales not meet forecasts?
B)What customers are at risk of leaving?
C)What is the total revenue by customer?
D)All of these

Question 74

Which of the following questions represents a CRM predicting technology question?

A)Why did sales not meet forecasts?
B)What customers are at risk of leaving?
C)What is the total revenue by customer?
D)All of these

Question 75

What helps an organization identify its customers across applications?

A)CRM reporting technologies
B)CRM analyzing technologies
C)CRM processing technologies
D)CRM predicting technologies

Question 76

Which of the following operational CRM technologies does the sales department typically use?

A)Campaign management, contact management, opportunity management
B)Sales management, contact management, contact center
C)Sales management, call scripting, opportunity management
D)Sales management, contact management, opportunity management

Question 77

Which of the following is not one of the three phases in the evolution of CRM?

A)Reporting
B)Analyzing
C)Processing
D)Predicting

Question 78

What can analytical CRM modeling tools discover?

A)Identify opportunities for expanding customer relationships
B)Identify opportunities for cross-selling
C)Identify opportunities for up-selling
D)All of these

Question 79

Which of the following is not a current CRM trend?

A)Partner relationship management
B)Supplier relationship management
C)Employee relationship management
D)Distributor relationship management

Question 80

A contact center (or call center) is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints.A contact center is one of the best assets a customer-driven organization can have.Why?

A)Contact centers can identify suppliers who are in desperate need of assistance.
B)Maintaining a high level of customer support is critical to obtaining and retaining customers.
C)Contact centers are the only place to find answers to questions or solutions to customer problems.
D)Most contact centers use analytical modeling technologies that provide business intelligence.