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Exam 9: Achieving Operational Excellence and Customer Intimacy:

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Question 31

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

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

E) All of the above
F) B) and C)

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Question 32

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

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Question 33

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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.

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

________ 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.

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

Identify and describe three major enterprise 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?

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

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

Supply chain planning systems

Which of the following is not True about enterprise systems?

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

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

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

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

Analytical CRM applications

Identify two supply chain models. Which is better?

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

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