All of the following service capabilities would be found in major CRM products except
Using social networking tools to converse with customers is called
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.
Cross-selling is the marketing of complementary products to customers.
The measurement of the number of customers who stop using or purchasing products or services from a company is called
________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.
________ systems are based on a suite of software models used to support business activities across the firm.
The bullwhip effect is countered by
reducing information uncertainty.
________ 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.
An enterprise system helps reduce redundant business processes.
________ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation.
A supply chain driven by actual customer orders or purchases follows a ________ model.
Supply chain management systems are a type of enterprise system.
The total time it takes to complete a business process, from start to finish, is called its ________ time.
All CRM packages contain modules for PRM and ERM.
Enterprise software is built around thousands of predefined business processes that reflect
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Supply chain complexity and scale increases when firms
develop products and services that coordinate with many firms and suppliers.
CRM software can help organizations identify high-value customers for preferential treatments.
Walmart’s continuous replenishment system is an example of a ________ model.
Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.
In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain.
Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.
Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?
Which of the following is not one of the four types of customers described in the case study on Graybar?
Total supply chain costs represent the majority of operating expenses for many businesses and in some industries approach 75 percent of the total operating budget.
A distortion of information about the demand for a product as it passes from one entity to the next across the supply chain is called the ________ effect.
Operational CRM applications include tools for
Why is overstocking warehouses not an effective solution for a problem of low availability?
It increases inventory costs.
From your reading of the chapter’s opening case, ACH Food Companies implemented new information systems in order to achieve which of the following business objectives?
Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application.
A company’s suppliers, supplier’s suppliers, and the processes for managing relationships with them is the
upstream portion of the supply chain.
Analytical CRM uses tools to analyze customer data collected from the firm’s customer touch points and from other sources.
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Which of the following is not an example of next-generation enterprise applications?
solutions incorporating SCM
A build-to-order supply-chain model is also called a ________ model.
Which supply chain planning function determines how much product is needed to satisfy all customer demands?
Customer relationship management systems typically provide software and online tools for sales, customer service, and
In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products.
A suite of integrated software modules for finance and accounting, human resources, manufacturing and production, and sales and marketing that allows data to be used by multiple functions and business processes best describes
A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain ________ system.
A network of organizations and business processes for procuring raw materials, transforming these materials into intermediate and finished products, and distributing the finished products to customers is called a
________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.
Capabilities of supply chain execution systems would not include
identifying the optimal transportation mode.
You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?
Select the functions of the system you wish to use.
The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.
Which of the following statements about enterprise applications is not true?
Enterprise applications are best implemented when few changes in business processes are required.
Supply chain inefficiencies can waste as much as 25 percent of a company’s operating costs.
Enterprise systems include analytical tools.
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.
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From your reading of the Scott’s Miracle-Gro case study, the company implemented SAP and JDA enterprise and supply chain planning systems to solve what problems?
coordination issues caused by the merger of Scott’s and MiracleGro
The business value of an effective supply chain management system includes all of the following except
improved delivery service.
Safety stock acts as a buffer for the lack of flexibility in the supply chain.
A ________ is a method of interaction with a customer, such as telephone or customer service desk.
Analyzing customer buying patterns is an example of
Before the Internet, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.
When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with
Marketing modules in CRM systems would provide tools for
identifying profitable and unprofitable customers.
Customer service modules in CRM systems provide tools for
assigning and managing customer service requests.
Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications.
CRM systems help businesses obtain which business objective?
customer and supplier intimacy
Systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product best describes supply chain ________ systems.
Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.
Which of the following is not true about enterprise systems?
Enterprise software is expressly built to allow companies to mimic their unique business practices.
Components or parts of finished products are referred to as
Selling a customer with a checking account a home improvement loan is an example of
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Supply chain planning systems perform all of the following functions except
track the physical status of goods.
As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.
Concurrent supply chains are made possible by which technology?
Supply chain ________ systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner.
A company’s organizations and processes for distributing and delivering products to the final customers is the
downstream portion of the supply chain.
SFA modules in CRM systems would provide tools for
managing sales prospect and contact information.
Next-generation enterprise suites use ________ and SOA to link to systems of customers and suppliers.
Major CRM application software vendors include Oracle, SAP, and Salesforce.com.
Which of the following would not be considered a contact point?
In order to achieve maximum benefit from an enterprise software package, a business
changes the way it works to match the software’s business processes.
If manufacturers had perfect information, they could implement a
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?
customer lifetime value
Inefficiencies in a supply chain are primarily caused by inaccurate information.
Which of the following is an important capability for sales processes that is found in most major CRM software products?
Enterprise systems require fundamental changes in the way the business operates.
Walmart is an example of a push-based model.
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Which internal reports present information with little or no filtering or restrictions of the data? ›
Rationale: Detailed reports present information with little or no filtering or restrictions.
System migration is the process of transferring old IT systems to a newer hardware infrastructure or software platform to keep up with current technologies.
Business requirements are the specific business requests the system must meet to be successful, so the analysis phase is critical because business requirements drive the entire systems development effort.
Responsibility Matrix. Defines all project roles and indicates what responsibilities are associated with each role.
Report filters let you control what information is included in a presentation report. For example, you might choose to limit a report to selected clients, categories, risk classes, or protocols, or even selected actions (like permit or block).
An information-transfer transaction usually consists of three consecutive phases called the access phase, the information transfer phase, and the disengagement phase.
In short, legacy systems are difficult to replace, especially if a system plays a role in powering critical business processes. For some organizations, the importance of legacy systems cannot be understated. Without the old system, the company cannot function.
Let's take a look at some legacy system examples.
Examples include hardware in power plants, manufacturing machines controlled by computers running MS-DOS, or outdated financial systems. In reality, however, legacy applications still power important business processes in plenty of other companies around the world.
ANSWER: The six main reasons for systems requests are stronger controls, reduced cost, more information, better performance, improved service to customers, and more support for new products and services.
Comprehend the fundamentals of three development methodologies: SDLC, the agile approach, and object-oriented systems analysis and design.
- understand the problem or opportunity.
- define the project scope or constraints.
- perform fact-finding.
- analyze project usability, cost, benefit, and schedule data.
- evaluate feasibility.
- present the results and/or recommendations to management.
Which internal reports present information with little or no filtering or restrictions of the data quizlet? ›
Detailed reports present information with little or no filtering or restrictions. Turnaround outputs are internal outputs that eventually reenter the system as inputs.
Informational reports provide data, facts, feedback, and other types of information without analysis or recommendations.
Internal reports can be used for top-level, middle-level, or lower-level management, and their frequency will vary depending on their main goal.
The types of MIS include summary reports, inventory reports, cash flow statements, and predictive data reports. They differ according to the information required. An example would be a company needs to track the performance of its sales team.