Question 1

Identify and describe the two types of customer relationship management applications.

Accepted Answer

Operational CRM and analytical CRM are t...

Question 2

Concurrent supply chains are made possible by which technology?

Accepted Answer

A)   ERP systems
B)   The Internet
C)   Supply-chain management systems
D)   Just-in-time supply-chain technologies
E)   Extranets

Question 3

What additional complexities are faced in global supply chains? How does the Internet help in managing global supply chains?

Accepted Answer

Global supply chains typically span grea...

Question 4

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.

Question 5

Selling a customer with a checking account a home improvement loan is an example of:

Accepted Answer

A)   operational CRM.
B)   direct marketing.
C)   sales force automation.
D)   cross-channel promotions.
E)   cross-selling.

Question 6

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 7

Which of the following statements about enterprise applications is not true?

Accepted Answer

A)   Enterprise applications require organizational learning.
B)   Enterprise applications introduce "switching costs."
C)   Enterprise applications are based on organization-wide definitions of data.
D)   Enterprise applications require fundamental changes in the way a business operates.
E)   Enterprise applications are best implemented when few changes in business processes are required.

Question 8

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 9

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 10

Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources.

Accepted Answer

A) True 
 B)False

Question 11

Next-generation enterprise suites use ________ and SOA to link to systems of customers and suppliers.

Accepted Answer

A)   employee relationship management
B)   cross-selling
C)   just-in-time strategy
D)   web services
E)   operational CRM

Question 12

Coca-Cola implemented enterprise software from Oracle that enabled it to achieve all of the following except:

Accepted Answer

A)   standardizing business processes worldwide.
B)   improving its bargaining power with suppliers.
C)   reacting faster to market changes.
D)   reducing the number of employees.
E)   reducing the cost of raw materials.

Question 13

Discuss the business value of supply chain management systems.

Accepted Answer

Supply chain management systems enable f...

Question 14

Which of the following refers to a company's suppliers, the suppliers' suppliers, and the processes for managing relationships with them?

Accepted Answer

A)   Supplier's internal supply chain
B)   Logistics supply chain
C)   Downstream portion of the supply chain
D)   Upstream portion of the supply chain
E)   On Contract suppliers chain

Question 15

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.

Question 16

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)   streamlined

Question 17

What are four questions that a good CRM system can help answer and how do firms use the answers to those questions?

Accepted Answer

Four questions that a good CRM system ca...

Question 18

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 19

SCM systems require multiple organizations to share information and business processes.

Accepted Answer

A) True 
 B)False

Question 20

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.

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

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

Correct AnswerverifiedShow Answer

Identify and describe the two types of customer relationship management applications.

Correct AnswerverifiedOperational CRM and analytical CRM are t...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Next-generation enterprise suites use ________ and SOA to link to systems of customers and suppliers.

Correct AnswerverifiedShow Answer

Coca-Cola implemented enterprise software from Oracle that enabled it to achieve all of the following except:

Correct AnswerverifiedShow Answer

Which of the following is not true about enterprise systems?

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

Selling a customer with a checking account a home improvement loan is an example of:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What are four questions that a good CRM system can help answer and how do firms use the answers to those questions?

Correct AnswerverifiedFour questions that a good CRM system ca...View AnswerShow Answer

Which of the following refers to a company's suppliers, the suppliers' suppliers, and the processes for managing relationships with them?

Correct AnswerverifiedShow Answer

Analytical CRM uses tools to analyze customer data collected from the firm's customer touch points and from other sources.

Correct AnswerverifiedShow Answer

What additional complexities are faced in global supply chains? How does the Internet help in managing global supply chains?

Correct AnswerverifiedGlobal supply chains typically span grea...View AnswerShow Answer

Which of the following statements about enterprise applications is not true?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

SCM systems require multiple organizations to share information and business processes.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Discuss the business value of supply chain management systems.

Correct AnswerverifiedSupply chain management systems enable f...View AnswerShow Answer

Concurrent supply chains are made possible by which technology?

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified
Operational CRM and analytical CRM are t...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Four questions that a good CRM system ca...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Global supply chains typically span grea...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Supply chain management systems enable f...
View Answer

Correct Answer
verified