Question 1

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

Accepted Answer

A)   SCM
B)   SFA
C)   ERM
D)   PRM
E)   SCPF) B) and D)
G) C) and D)

Question 2

Cross-selling markets complementary products to customers.

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

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)   push-pullF) A) and E)
G) B) and D)

Question 5

According to the case study on Unilever, over a ten-year period, Unilever reduced the number of ERP systems it had from ________ to ________.

Accepted Answer

A)   1000; 100
B)   500; 50
C)   250; 25
D)   250; 4
E)   100; 10F) A) and B)
G) C) and E)

Question 6

SFA modules in CRM systems provide tools for all of the following except:

Accepted Answer

A)   team selling.
B)   territory management.
C)   sales forecasting.
D)   managing sales prospect and contact information.
E)   managing customer service requests.F) B) and E)
G) All of the above

Question 7

Identify two classifications for supply-chain software. For each classification, identify four capabilities.

Accepted Answer

Supply-chain planning systems and supply...

Question 8

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)   CLTV
C)   Cost per lead
D)   Cost per sale
E)   CRM rateF) C) and E)
G) B) and C)

Question 9

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

Accepted Answer

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

Question 10

With new flows of information made possible by web-based tools, supply chain management can more easily follow a push-based model.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A)   marketing.
B)   inventory management.
C)   demand forecasting
D)   tracking of the status of goods.
E)   warehouse and transportation operations.F) C) and D)
G) A) and C)

Question 12

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

Accepted Answer

A)   Operational
B)   Social
C)   Web-based
D)   Sales force
E)   AnalyticalF) A) and B)
G) A) and D)

Question 13

In order to achieve maximum benefit from an enterprise software package, a business should:

Accepted Answer

A)   customize the software to match all of its business processes.
B)   use only the processes in the software that match its own processes.
C)   change the way it works to match the software's business processes.
D)   select only the software that best matches its existing business processes.
E)   choose a cloud-based ERP package.F) A) and D)
G) C) and D)

Question 14

Which of the following is not true about global supply chains?

Accepted Answer

A)   Performance standards may vary from region to region.
B)   Global supply chains typically span greater time differences than domestic supply chains.
C)   Global supply chains typically have participants from a number of countries.
D)   Supply chain management for global supply chains may need to reflect cultural differences.
E)   Global supply chains are no different from domestic supply chains.F) B) and C)
G) B) and E)

Question 15

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)   increased inventory levels.
E)   improved delivery service.F) C) and D)
G) None of the above

Question 16

An enterprise system can help reduce redundant business processes.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following customer relationship management applications provides analysis of customer data?

Accepted Answer

A)   Operational CRM
B)   Analytical CRM
C)   Operational SCM
D)   Analytical SFA
E)   Operational PRMF) A) and E)
G) C) and D)

Question 18

Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?

Accepted Answer

A)   Groupware
B)   Web services
C)   Data dictionaries
D)   Middleware
E)   Configuration tablesF) A) and E)
G) B) and D)

Question 19

Discuss the business value of supply chain management systems.

Accepted Answer

Supply chain management systems enable f...

Question 20

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

Accepted Answer

The four major business processes suppor...

Exam 9: Achieving Operational Excellence and Customer Intimacy:

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

Correct AnswerverifiedShow 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

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

Discuss the business value of supply chain management systems.

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

Cross-selling markets complementary products to customers.

Correct AnswerverifiedShow Answer

Identify two classifications for supply-chain software. For each classification, identify four capabilities.

Correct AnswerverifiedSupply-chain planning systems and supply...View AnswerShow Answer

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

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

In order to achieve maximum benefit from an enterprise software package, a business should:

Correct AnswerverifiedShow Answer

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

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

With new flows of information made possible by web-based tools, supply chain management can more easily follow a push-based model.

Correct AnswerverifiedShow Answer

Which of the following customer relationship management applications provides analysis of customer data?

Correct AnswerverifiedShow Answer

Which of the following enables a company to tailor a particular aspect of enterprise software to the way a company does business?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

According to the case study on Unilever, over a ten-year period, Unilever reduced the number of ERP systems it had from ________ to ________.

Correct AnswerverifiedShow Answer

Which of the following is not true about global supply chains?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

SFA modules in CRM systems provide tools for all of the following except:

Correct AnswerverifiedShow Answer

An enterprise system can help reduce redundant business processes.

Correct AnswerverifiedShow Answer

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Supply chain management systems enable f...
View Answer

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Supply-chain planning systems and supply...
View Answer

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The four major business processes suppor...
View Answer

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According to the case study on Unilever, over a ten-year period, Unilever reduced the number of ERP systems it had from to .

Correct Answer
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