Question 1

Identify two classifications for supply chain software. For each classification, identify five capabilities.

Accepted Answer

Supply chain planning systems and supply...

Question 2

All CRM packages contain modules for PRM and ERM.

Accepted Answer

A) True 
 B)False

Question 3

Customer relationship management systems typically provide software and online tools for sales, customer service, and

Accepted Answer

A)   marketing.
B)   account management.
C)   advertising.
D)   public relations.
E)   human resources.F) C) and D)
G) C) and E)

Question 4

You have been hired by Santori, Inc., a small company that imports and distributes an Italian sparkling water. The company is interested in what benefits an enterprise system would bring. Would an enterprise system be appropriate for this company?
 What steps would you take in determining this?

Accepted Answer

An enterprise system may be too expensiv...

Question 5

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.
E)   Enterprise systems provide firmwide information to help managers make better decisions.F) All of the above
G) None of the above

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)   Customer
B)   SOA
C)   Marketing
D)   Complex
E)   SFAF) C) and D)
G) A) and B)

Question 7

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)   improved delivery service.
E)   increased inventory levels.F) C) and E)
G) C) and D)

Question 8

Using social networking tools to converse with customers is called

Accepted Answer

A)   analytical CRM.
B)   social CRM.
C)   operational CRM.
D)   PRM.
E)   ERM.F) B) and D)
G) A) and E)

Question 9

CRM software can help organizations identify high-value customers for preferential treatments.

Accepted Answer

A) True 
 B)False

Question 10

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)   streamlinedF) A) and D)
G) B) and C)

Question 11

SFA modules in CRM systems would provide tools for

Accepted Answer

A)   assigning and managing customer service requests.
B)   capturing prospect and customer data.
C)   identifying profitable and unprofitable customers.
D)   managing sales prospect and contact information.
E)   employee performance management.F) D) and E)
G) A) and B)

Question 12

Enterprise systems include analytical tools.

Accepted Answer

A) True 
 B)False

Question 13

________ systems are based on a suite of software models used to support business activities across the firm.

Accepted Answer

A)   Global
B)   Organizational
C)   Supply chain
D)   Product differentiation
E)   EnterpriseF) C) and E)
G) C) and D)

Question 14

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?

Accepted Answer

A)   customer and supplier intimacy
B)   operational excellence
C)   survival
D)   improved decision making
E)   new products and servicesF) A) and E)
G) A) and C)

Question 15

Customer service modules in CRM systems provide tools for

Accepted Answer

A)   assigning and managing customer service requests.
B)   capturing prospect and customer data.
C)   identifying profitable and unprofitable customers.
D)   managing sales prospect and contact information.
E)   organizing effective marketing campaigns.F) A) and B)
G) C) and D)

Question 16

Which of the following is an important capability for sales processes that is found in most major CRM software products?

Accepted Answer

A)   returns management
B)   lead management
C)   channel promotions management
D)   events management
E)   customer satisfaction managementF) B) and D)
G) B) and E)

Question 17

Which of the following would not be considered a contact point?

Accepted Answer

A)   e-mail
B)   Web site
C)   intranet
D)   retail store
E)   FacebookF) None of the above
G) A) and B)

Question 18

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

Accepted Answer

A)   raw materials
B)   intermediate products
C)   basic products
D)   natural resources
E)   nascent productsF) A) and B)
G) B) and D)

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

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 valueF) A) and B)
G) None of the above

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

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

Correct AnswerverifiedShow Answer

CRM software can help organizations identify high-value customers for preferential treatments.

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

Which of the following would not be considered a contact point?

Correct AnswerverifiedShow Answer

All CRM packages contain modules for PRM and ERM.

Correct AnswerverifiedShow Answer

________ 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.

Correct AnswerverifiedShow Answer

Which of the following is not true about enterprise systems?

Correct AnswerverifiedShow Answer

Which of the following is an important capability for sales processes that is found in most major CRM software products?

Correct AnswerverifiedShow Answer

You have been hired by Santori, Inc., a small company that imports and distributes an Italian sparkling water. The company is interested in what benefits an enterprise system would bring. Would an enterprise system be appropriate for this company? What steps would you take in determining this?

Correct AnswerverifiedAn enterprise system may be too expensiv...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

Customer service modules in CRM systems provide tools for

Correct AnswerverifiedShow Answer

Identify two classifications for supply chain software. For each classification, identify five capabilities.

Correct AnswerverifiedSupply chain planning systems and supply...View AnswerShow Answer

As they move through the supply chain, ________ are transformed into finished products and shipped to retailers and customers.

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

SFA modules in CRM systems would provide tools for

Correct AnswerverifiedShow Answer

________ systems are based on a suite of software models used to support business activities across the firm.

Correct AnswerverifiedShow Answer

Using social networking tools to converse with customers is called

Correct AnswerverifiedShow Answer

Customer relationship management systems typically provide software and online tools for sales, customer service, and

Correct AnswerverifiedShow Answer

Enterprise systems include analytical tools.

Correct AnswerverifiedShow Answer

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An enterprise system may be too expensiv...
View Answer

Correct Answer
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Supply chain planning systems and supply...
View Answer

Correct Answer
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