Question 1

Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications.

Accepted Answer

A)  operational CRM 
B)  analytical CRM 
C)  operational SCM 
D)  analytical SFA

Question 2

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.

Question 3

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

Accepted Answer

The answer of ________ CRM includes customer-facing applications such as...

Question 4

Identify and describe three major enterprise applications.

Accepted Answer

The answer of Identify and describe three major enterprise applications....

Question 5

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.

Question 6

Implementing an enterprise application typically requires organizational change as well as adjustments to existing business processes.

Accepted Answer

A) True 
 B)False

Question 7

Identify two supply chain models. Which is better?

Accepted Answer

The answer of Identify two supply chain models. Which is...

Question 8

________ software deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training.

Accepted Answer

A)  Enterprise 
B)  ERM 
C)  PRM 
D)  ERP

Question 9

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

Question 10

________ consists of a set of interdependent software modules that support basic internal business processes for finance and accounting, human resources, manufacturing and production, and sales and marketing.

Accepted Answer

The answer of ________ consists of a set of interdependent...

Question 11

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

Question 12

A build-to-order supply-chain model is also called a ________ model.

Accepted Answer

A)  supply-based 
B)  demand-driven 
C)  replenishment-driven 
D)  push-based

Question 13

To minimize the expense of implementing an enterprise system, businesses can opt to curtail the customization of an enterprise package and instead change business processes to match the software.

Accepted Answer

A) True 
 B)False

Question 14

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.

Question 15

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

Question 16

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.

Accepted Answer

A)  e-business suites 
B)  ERP systems 
C)  middleware 
D)  legacy systems

Question 17

Enterprise systems require fundamental changes in the way the business operates.

Accepted Answer

A) True 
 B)False

Question 18

Analytical CRM applications

Accepted Answer

A)  include tools for marketing automation. 
B)  provide consolidated data for operational CRM applications. 
C)  are based on data warehouses consolidated from operational CRM applications. 
D)  provide customer-facing applications.

Question 19

Major CRM application software vendors include Siebel Systems, PeopleSoft, SAP, and Salesforce.com.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is not True about enterprise systems?

Accepted Answer

A)  Enterprise systems help firms respond rapidly to customer requests for information or products. 
B)  Enterprise system data have standardized definitions and formats that are accepted by the entire organization. 
C)  Enterprise software is expressly built to allow companies to mimic their unique business practices. 
D)  Enterprise software includes analytical tools to evaluate overall organizational performance.

Exam 9: Achieving Operational Excellence and Customer Intimacy:

Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications.

Supply chain planning systems

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

Identify and describe three major enterprise applications.

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

Implementing an enterprise application typically requires organizational change as well as adjustments to existing business processes.

Identify two supply chain models. Which is better?

________ software deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training.

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

________ consists of a set of interdependent software modules that support basic internal business processes for finance and accounting, human resources, manufacturing and production, and sales and marketing.

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?

A build-to-order supply-chain model is also called a ________ model.

To minimize the expense of implementing an enterprise system, businesses can opt to curtail the customization of an enterprise package and instead change business processes to match the software.

The business value of an effective supply chain management system includes all of the following except

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

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.

Enterprise systems require fundamental changes in the way the business operates.

Analytical CRM applications

Major CRM application software vendors include Siebel Systems, PeopleSoft, SAP, and Salesforce.com.

Which of the following is not True about enterprise systems?