HW 9

25 July 2022
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question
In order to achieve maximum benefit from an enterprise software package, a business should:
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change the way it works to match the software's business processes.
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A build-to-order supply-chain model is also called a ________ model.
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demand-driven
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________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners.
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PRM
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Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.
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e-business suites
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The business value of an effective supply-chain management system includes all of the following except:
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increased inventory levels.
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Which of the following customer relationship management applications provides analysis of customer data?
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Analytical CRM
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Which of the following manages the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner?
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Supply chain execution system
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Customer service modules in CRM systems provide tools for:
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assigning and managing customer service requests.
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Data from which of the following is not used as an input by analytical CRM applications?
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CLTV
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Which of the following enables a firm to generate demand forecasts for a product, and to develop sourcing and manufacturing plans for that product?
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Supply chain planning system
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________ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation.
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ERM
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Which of the following is not an example of inefficiencies in the supply chain?
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High switching costs
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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(n):
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supply chain.
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________ management is an important capability for customer service processes that is found in most major CRM software products.
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Returns
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Operational CRM applications include tools for all of the following except:
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calculating CLTV.
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Which supply chain planning function determines how much product is needed to satisfy all customer demands?
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Demand planning
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SFA modules in CRM systems provide tools for all of the following except:
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managing customer service requests.
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Components or parts of finished products are referred to as:
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downstream materials.
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Concurrent supply chains are made possible by which technology?
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The Internet
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Marketing modules in CRM systems provide tools for all of the following except:
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assigning and managing customer service requests.
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Customer relationship management systems typically provide software and online tools for sales, customer service, and:
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marketing.
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The Warehouse Management System used by Haworth Incorporated is an example of which of the following?
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Supply chain execution system
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A ________ is a method of interaction with a customer, such as telephone or customer service desk.
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touch point
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The bullwhip effect can be countered by:
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reducing information uncertainty.
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Which of the following is not true about global supply chains?
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Global supply chains are no different from domestic supply chains.
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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.
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just-in-time
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Which of the following provides 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?
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ERP systems
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Supply chain software can be classified as either supply chain ________ systems or supply chain ________ systems.
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planning; execution
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Supply chain execution systems provide all of the following functions except:
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generating demand forecasts for products.
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A supply chain driven by actual customer orders or purchases follows a ________ model.
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pull-based
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Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain?
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Safety stock
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Enterprise application vendors are now including ________ features such as tools for data visualization, flexible reporting, and ad hoc analysis as part of the application.
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business intelligence
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The measurement of the number of customers who stop using or purchasing products or services from a company is called:
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churn rate.
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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.
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bullwhip
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Which of the following refers to a company's suppliers, supplier's suppliers, and the processes for managing relationships with them?
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Upstream portion of the supply chain
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Which of the following tools is used to analyzing customer buying patterns?
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Analytical CRM
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Which of the following would not be considered a contact point?
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Intranet
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Which of the following is not true about enterprise systems?
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Enterprise software is expressly built to allow companies to mimic their unique business practices.
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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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Operational
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________ 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.
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SFA
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You have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?
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Select the functions of the system you wish to use.
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Which of the following is not an example of a next-generation enterprise application?
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i2 Technologies
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Which of the following statements about enterprise applications is not true?
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Enterprise applications are best implemented when few changes in business processes are required.
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Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?
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Middleware
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Enterprise software is built around thousands of predefined business processes that reflect:
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best practices.
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CRM systems help businesses achieve which of the following business objectives?
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Enhanced customer intimacy
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Supply chain planning systems:
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identify the transportation mode to use for product delivery.
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Manufacturing and production processes include all of the following except:
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product configuration.
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Which of the following refers to a company's organizations and processes for distributing and delivering products to its final customers?
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Downstream portion of the supply chain
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Selling a customer with a checking account a home improvement loan is an example of:
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cross-selling.
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Why isn't overstocking warehouses an effective solution for a problem of low availability?
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It increases inventory costs.
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Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products?
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Lead management
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CLTV
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customer lifetime value (CLTV): Difference between revenues produced by a specific customer and the expenses for acquiring and servicing that customer minus the cost of promotional marketing over the lifetime of the customer relationship, expressed in today's dollars.
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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?
answer
CLTV