Chapter 9

Cross-selling markets complementary products to customers - True - False

Which of the following would NOT be considered a contact point? - e-mail - Web site - intranet - retail store

Why is overstocking warehouses not an effective solution for a problem of low availability? - It does not speed product time to market. - It is an inefficient use of raw materials. - It increases sales costs. - It increases inventory costs.

All CRM packages contain modules for PRM and ERM. - True - False

Supply chain complexity and scale - affect both very small companies and large, global corporations. - were difficult to address before the Internet. - result when firms produce complex products and services. - result when firms implement full-scale supply-chain management systems.

Enterprise systems can improve management reporting and decision making. - True - False

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. - demand - delivery - planning - execution

Dell Inc. is an example of a push-based model. - True - False

Components or parts of finished products are referred to as - upstream materials. - raw materials. - secondary products. - intermediate products.

Companies can use configuration tables provided by the enterprise software to tailor a particular aspect of the system to the way it does business - True - False

From your reading of the Tasty Baking Company case study, what enabled the firm to take maximum advantage of the new enterprise software's capabilities? - willingness to normalize data - adopting many changes in their business processes - limiting changes to the software - enforcing strict project management standards

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

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

In a pull-based model, production master schedules are based on forecasts of demand for products. - True - False

SFA modules in CRM systems would provide tools for - assigning and managing customer service requests. - capturing prospect and customer data. - identifying profitable and unprofitable customers. - managing sales prospect and contact information

Concurrent supply chains are made possible by which technology? - pull-based technology - Internet technology - supply chain management systems - just-in-time supply-chain technologies

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. - True - False

Safety stock acts as an inexpensive buffer for the lack of flexibility in the supply chain. - True - False

From your reading of the Tasty Baking Company case study, the firm implemented new information systems in order to achieve which of the main six business objectives? - customer and supplier intimacy - new products, services, and business models - improved decision making - survival

Customer relationship management systems typically provide software and online tools for sales, customer service, and - marketing. - account management. - advertising. - public relations.

Selling a customer with a checking account a home improvement loan is an example of - operational CRM. - direct marketing. - cross-selling. - cross-channel promotions.

In the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes. - True - False

A ________ is a method of interaction with a customer, such as telephone or customer service desk. - point of presence - touch point - sales point - client channel

Analyzing sales representative and customer service representative productivity is an example of - CLTV. - analytical CRM. - operational CRM. - demand planning.

________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners. - SCM - SFA - ERM - PRM

When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with - configuration tables. - project workbooks. - data dictionaries. - middleware.

Which of the following is an important capability for service processes that is found in most major CRM software products? - returns management - lead management - account management - events management

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. - Select the business processes you wish to automate. - Map the company's business processes to the software's business processes. - Map the software's business processes to the company's business processes.

Enterprise systems use a client/server architecture and have not yet been redesigned to take advantage of the Web. - True - False

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. - replenishment - bullwhip - ripple - exponential

Supply chain complexity and scale - affect both very small companies and large, global corporations. - were difficult to address before the Internet. - result when firms produce complex products and services. - result when firms implement full-scale supply-chain management systems.

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 - distribution channel. - supply chain. - value chain. - marketing channel.

A supply chain driven by actual customer orders or purchases follows a ________ model. - pull-based model - build-to-stock - push-based - replenishment-driven

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

Which of the following statements about enterprise applications is NOT true? - The total implementation cost of a large system might amount to four to five times the initial purchase price for the software. - Enterprise applications introduce "switching costs." - Enterprise applications are based on organization-wide definitions of data. - Enterprise applications are best implemented when few changes in business processes are required.

Companies can use configuration tables provided by the enterprise software to tailor a particular aspect of the system to the way it does business - True - False

Analytical CRM applications - include tools for marketing automation. - provide consolidated data for operational CRM applications. - are based on data warehouses consolidated from operational CRM applications. - provide customer-facing applications

Enterprise systems use a client/server architecture and have not yet been redesigned to take advantage of the Web. - True - False

Supply chain planning systems - track the physical status of goods. - identify the transportation mode to use for product delivery. - track the financial information involving all parties. - track the status of orders.

Which of the following is an important capability for sales processes that is found in most major CRM software products? - returns management - lead management - channel promotions management - events management

Which of the following is NOT true about enterprise systems? - Enterprise systems help firms respond rapidly to customer requests for information or products. - Enterprise system data have standardized definitions and formats that are accepted by the entire organization. - Enterprise software is expressly built to allow companies to mimic their unique business practices. - Enterprise software includes analytical tools to evaluate overall organizational performance.

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 - process management software. - ERP systems. - groupware. - application software.

From your reading of the Tasty Baking Company case study, the firm implemented new information systems in order to achieve which of the main six business objectives? - customer and supplier intimacy - new products, services, and business models - improved decision making - survival

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

Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product. - True - False

Safety stock acts as an inexpensive buffer for the lack of flexibility in the supply chain. - True - False

Customer relationship management systems typically provide software and online tools for sales, customer service, and - marketing. - account management. - advertising. - public relations

Why is overstocking warehouses not an effective solution for a problem of low availability? - It does not speed product time to market. - It is an inefficient use of raw materials. - It increases sales costs. - It increases inventory costs.

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. - demand - delivery - planning - execution

A company's organizations and processes for distributing and delivering products to the final customers is the - supplier's internal supply chain. - external supply chain. - upstream portion of the supply chain. - downstream portion of the supply chain.

The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers. - True - False

________ integrate(s) multiple applications from multiple business functions, business units, or business partners to deliver a seamless experience for the customer, employee, manager, or business partner and provide a greater degree of cross-functional integration than the traditional enterprise applications. - PRM software - SFA software - ERP suites - Service platforms

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. - replenishment - bullwhip - ripple - exponential

Operational CRM applications include tools for - identifying buying patterns. - calculating CLTV. - salesforce automation. - pinpointing unprofitable customers.

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. - Select the business processes you wish to automate. - Map the company's business processes to the software's business processes. - Map the software's business processes to the company's business processes.

From your reading of the Tasty Baking Company case study, what enabled the firm to take maximum advantage of the new enterprise software's capabilities? - willingness to normalize data - adopting many changes in their business processes - limiting changes to the software - enforcing strict project management standards

Capabilities of supply chain planning systems would NOT include - transport operations. - advanced scheduling and manufacturing planning. - demand planning. - order planning.

In order to achieve maximum benefit from an enterprise software package, a business - customizes the software to match all of its business processes. - uses only the processes in the software that match its own processes. - changes the way it works to match the software's business processes. - selects only the software that best matches its existing business processes.

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. - just-in-time - stockless - bullwhip - safety stock

Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs. - True - False