Question 1

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

Accepted Answer

A)  Analytical
B)  Employee
C)  Operational
D)  Partner
E)  Next-generation

Question 2

Enterprise systems are built around a small number of predefined business processes.

Accepted Answer

A) True 
 B)False

Question 3

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 4

Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.

Accepted Answer

A) True 
 B)False

Question 5

Operational CRM applications include tools for all of the following except:

Accepted Answer

A)  sales force automation.
B)  call center support.
C)  marketing automation.
D)  customer service support.
E)  calculating CLTV.

Question 6

What business processes are supported by enterprise systems? Give specific examples.

Accepted Answer

The four major business processes suppor...

Question 7

Identify and describe three major enterprise applications.

Accepted Answer

Enterprise systems,customer relationship...

Question 8

Why isn't overstocking warehouses an effective solution for a problem of low availability?

Accepted Answer

A)  It does not speed product time to market.
B)  It is an inefficient use of raw materials.
C)  It increases sales costs.
D)  It increases inventory costs.
E)  It lowers fill rate.

Question 9

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

Accepted Answer

A)  Returns management
B)  Lead management
C)  Channel promotions management
D)  Events management
E)  Customer satisfaction management

Question 10

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 11

Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product?

Accepted Answer

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

Question 12

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 13

Identify two supply chain models.Which is better?

Accepted Answer

Push-based and pull-based models were di...

Question 14

Identify five benefits of customer relationship management systems.

Accepted Answer

Benefits include: better customer servic...

Question 15

The difference between push- and pull-based models is summarized by which of the following slogans?

Accepted Answer

A)  Sell what we make,not make what we sell.
B)  Push what we make,not pull what we make.
C)  Make what we sell,not sell what we make.
D)  Pull what we make,not push what we sell.
E)  Make what we push,not push what we sell.

Question 16

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 support their existing business practices.
D)  Enterprise software includes analytical tools to evaluate overall organizational performance.
E)  Enterprise systems provide firm-wide information to help managers make better decisions.

Question 17

All CRM packages contain modules for PRM and ERM.

Accepted Answer

A) True 
 B)False

Question 18

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 19

________ software modules deal with setting employee objectives,performance,and compensation.

Accepted Answer

A)  SCM
B)  SFA
C)  ERM
D)  DRM
E)  PRM

Question 20

Supply chain execution systems provide all of the following functions except:

Accepted Answer

A)  generating demand forecasts for products.
B)  tracking the flow of finished goods.
C)  managing materials.
D)  managing warehouse operations.
E)  managing the financial information involving all parties.

Exam 9: Achieving Operational Excellence and Customer Intimacy:

All CRM packages contain modules for PRM and ERM.

Correct AnswerverifiedShow Answer

What business processes are supported by enterprise systems? Give specific examples.

Correct AnswerverifiedThe four major business processes suppor...View AnswerShow Answer

Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.

Correct AnswerverifiedShow Answer

Identify two supply chain models.Which is better?

Correct AnswerverifiedPush-based and pull-based models were di...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Supply chain execution systems provide all of the following functions except:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Operational CRM applications include tools for all of the following except:

Correct AnswerverifiedShow Answer

Why isn't overstocking warehouses an effective solution for a problem of low availability?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Enterprise systems are built around a small number of predefined business processes.

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

Identify and describe three major enterprise applications.

Correct AnswerverifiedEnterprise systems,customer relationship...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product?

Correct AnswerverifiedShow Answer

Identify five benefits of customer relationship management systems.

Correct AnswerverifiedBenefits include: better customer servic...View AnswerShow Answer

________ software modules deal with setting employee objectives,performance,and compensation.

Correct AnswerverifiedShow Answer

Which of the following is not true about enterprise systems?

Correct AnswerverifiedShow Answer

The difference between push- and pull-based models is summarized by which of the following slogans?

Correct AnswerverifiedShow Answer

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The four major business processes suppor...
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Push-based and pull-based models were di...
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Enterprise systems,customer relationship...
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Benefits include: better customer servic...
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Correct Answer
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Correct Answer
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Correct Answer
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