Question 1

Identify and describe three major enterprise applications.

Accepted Answer

Enterprise systems,customer relationship management,and supply chain management are three enterprise applications.Enterprise systems are based on a suite of integrated software modules and a common central database.Enterprise systems utilize enterprise software to support financial and accounting,human resources,manufacturing and production,and sales and marketing processes.Enterprise systems provide many benefits including an enterprise-enabled organization,improved management reporting and decision making,a unified information systems technology platform,and more efficient operations and customer-driven business processes.
Supply chain management systems help an organization better manage its supply chain,including planning,sourcing,manufacturing,delivering,and returning items.Supply chain management software can be categorized as a supply chain planning system or as a supply chain execution system.A supply chain planning system enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.A supply chain execution system manages the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.Supply chain management benefits include improved customer service and responsiveness,cost reduction,and cash utilization.
Customer relationship management systems help firms maximize the benefits of their customer assets.These systems capture and consolidate data from all over the organization and then distribute the results to various systems and customer touch points across the enterprise.Customer relationship management systems can be classified as operational or as analytical.Operational CRM refers to customer-facing applications,such as sales force automation,call center and customer service support,and marketing automation.Analytical CRM refers to customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance.Benefits include increased customer satisfaction,reduced direct marketing costs,more effective marketing,and lower costs for customer acquisition and retention.

Question 2

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)  streamlined A

Question 3

The bullwhip effect describes consistency and continuity in demand for a product as it passes from one entity to the next across the supply chain.

Accepted Answer

A) True 
 B)False  False

Question 4

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)  churn rate.
C)  CLTV.
D)  switch rate.
E)  turnover percentage.

Question 5

Before the pre-Internet environment,supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

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

Question 7

Which of the following manages the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner?

Accepted Answer

A)  Supply chain demand system
B)  Supply chain delivery system
C)  Supply chain planning system
D)  Supply chain execution system
E)  Supply chain optimization system

Question 8

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 9

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.

Question 10

Discuss the business value of supply chain management systems.

Accepted Answer

The answer of Discuss the business value of supply chain...

Question 11

Supply chain management systems are a type of enterprise system.

Accepted Answer

A) True 
 B)False

Question 12

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.

Question 13

Which of the following refers to a company's organizations and processes for distributing and delivering products to the final customers?

Accepted Answer

A)  Supplier's internal supply chain
B)  External supply chain
C)  Upstream portion of the supply chain
D)  Downstream portion of the supply chain
E)  Onstream portion of the supply chain

Question 14

Enterprise applications are based on organization-wide definitions of data.

Accepted Answer

A) True 
 B)False

Question 15

Manufacturing and production processes include all of the following except:

Accepted Answer

A)  procurement.
B)  material requirements planning.
C)  quality control.
D)  transportation execution.
E)  product configuration.

Question 16

Major CRM products typically have all of the following service capabilities except:

Accepted Answer

A)  customer satisfaction management.
B)  returns management.
C)  call center & help desk.
D)  service analytics.
E)  order management.

Question 17

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

Accepted Answer

The answer of Identify and describe the two types of...

Question 18

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)  Customer lifetime value
C)  Cost per lead
D)  Cost per sale
E)  Customer average value

Question 19

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

Accepted Answer

The answer of What is a PRM module? How does...

Question 20

Which of the following refers to a company's suppliers,supplier's suppliers,and the processes for managing relationships with them?

Accepted Answer

A)  Supplier's internal supply chain
B)  External supply chain
C)  Upstream portion of the supply chain
D)  Downstream portion of the supply chain
E)  Onstream portion of the supply chain

Exam 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

Identify and describe three major enterprise applications.

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.

The bullwhip effect describes consistency and continuity in demand for a product as it passes from one entity to the next across the supply chain.

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

Before the pre-Internet environment,supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.

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

Which of the following manages the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner?

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

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

Discuss the business value of supply chain management systems.

Supply chain management systems are a type of enterprise system.

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

Which of the following refers to a company's organizations and processes for distributing and delivering products to the final customers?

Enterprise applications are based on organization-wide definitions of data.

Manufacturing and production processes include all of the following except:

Major CRM products typically have all of the following service capabilities except:

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

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?

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

Which of the following refers to a company's suppliers,supplier's suppliers,and the processes for managing relationships with them?