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A company's suppliers, suppliers' suppliers, and the processes for managing relationships with them is the:
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Cross-selling is the marketing of complementary products to customers.
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Chapter 9
| Question | Answer |
|---|---|
| A company's suppliers, suppliers' suppliers, and the processes for managing relationships with them is the: | Upstream portion of the supply chain |
| Cross-selling is the marketing of complementary products to customers. | True |
| Components or parts of finished products are referred to as: | Intermediate products |
| Customer relationship management systems typically provide software and online tools for sales, customer service, and: | Marketing |
| Supply chain planning systems perform all of the following functions except: | Track the physical status of goods |
| _______ modules deal with issues such as setting objectives, employee performance management, and performance-based compensation. | ERM |
| From your reading of the Scott's Miracle-Gro case study, the company implemented SAP and JDA enterprise and supply chain planning systems to solve what problems? | Coordination issues caused by the merger of Scott's Miracle-Gro |
| Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs. | True |
| The measurement of the number of customers who stop using or purchasing products or services from a company is called: | Churn rate |
| Which supply chain planning function determines how much product is needed to satisfy all customer demands: | Demand planning |
| A build-to-order supply-chain model is also called a _______ model. | Demand-driven |
| Next generation enterprise suites use _______ and SOA to link to systems of customers and suppliers. | Web services |
| Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes _______ applications. | Analytical CRM |
| Using social networking tools to converse with customers is called: | Social CRM |
| Supply chain _______ systems manage the flow of products through distribution centers and warehouses to ensure that products are delivered to the right locations in the most efficient manner. | Execution |
| Capabilities of supply chain execution systems would not include: | Identifying the optimal transportation mode |
| Major CRM application software vendors include Oracle, SAP, and Salesforce.com | True |
| CRM software can help organizations identify high-value customers for preferential treatments. | True |
| Which of the following is not an example of next-generation enterprise applications: | Solutions incorporating SCM |
| The bullwhip effect is countered by: | Reducing information uncertainty |
| In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain. | False |
| Which of the following statements about enterprise applications is not true: | Enterprise applications are best implemented when few changes in business processes are required. |
| Inefficiencies in a supply chain are primarily caused by inaccurate information. | True |
| In order to achieve maximum benefit from an enterprise software package, a business: | Changes the way it works to match the software's business processes. |
| Marketing modules in CRM systems would provide tools for: | Identifying profitable and unprofitable customers |
| 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 |
| Supply chain software can be classified as either supply chain _______ systems or supply chain ______ systems. | Planning; execution |
| Walmart is an example of a push-based model. | False |
| Customer service modules in CRM systems provide tools for: | Assigning and managing customer service data |
| SFA modules in CRM systems would provide tools for: | Managing sales prospect and contact information |
| A company having difficulty with timely delivery of parts to its manufacturing plants should implement a supply chain _______ system. | Execution |
| ______ CRM includes customer-facing applications such as tools for sales force automation, call center and customer service support, and marketing automation. | Operational |
| All of the following service capabilities would be found in major CRM products except: | Order management |
| Selling a customer with a checking account a home improvement loan is an example of: | Cross-selling |
| Safety stock acts as a buffer for the lack of flexibility in the supply chain. | True |
| A _______ is a method of interaction with a customer, such as a telephone or customer service desk. | Touch point |
| Which of the following is not true about enterprise systems: | Enterprise software is expressly built to allow companies to mimic their unique business practices. |
| 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 |
| From your reading of the chapter's opening case, ACH Food Companies implemented new information systems in order to achieve which of the following business objectives: | Operational excellence |
| Enterprise systems require fundamental changes in the way a business operates. | True |
| Supply chain management systems are a type of enterprise system. | False |
| 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. |
| Which of the following is an important capability for sales processes that is found in most major CRM software products: | Lead management |
| Which of the following traditional solutions enables manufacturers to deal with uncertainties in the supply chain: | Safety stock |
| Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product. | False |
| Operational CRM applications include tools for: | Salesforce automation |
| Supply chain complexity and scale increases when firms: | Develop products and services that coordinate |
| The business value of an effective supply chain management system includes all of the following except: | XXXXXXXXXXXXXXXXXXXXXXXxxx |
| _______ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners. | PRM |
| Before the internet, supply chain coordination was hampered by the difficulties of making information flow smoothly among different supply chain processes. | True |
| Which of the following would not be considered a contact point: | Intranet |
| ________ 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. | SFA |
| As they move through the supply chain, _______ are transformed into finished products and shipped to retailers and customers. | Raw materials |
| The total time it takes to complete a business process, from start to finish, is called its ______ time. | Cycle |
| Which of the following is not one of the four types of customers described in the case study on graybar: | Niche customers |
| 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. | Bullwhip |
| All CRM packages contain modules for PRM and ERM. | False |
| The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers. | False |
| Enterprise application vendors have created _________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other. | E-business suites |
| When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with: | Configuration tables |
| A company's organizations and processes for distributing and delivering products to the final customers is the: | Downstream portion of the supply chain |
| The bullwhip effect describes consistency and continuity in demand for a product as it passes from one entity to the next across the supply chain. | False |
| 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: | Supply chain |
| Analyzing customer buying patterns is an example of: | Analytical CRM |
| Enterprise application vendors are now including ________ features, such as tools for data visualization, flexible reporting, and ad-hoc analysis, as part of the application. | Business intelligence |
| 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. | Planning |
| If manufacturers had perfect information, they could implement a: | Just-in-time strategy |
| Enterprise software is built around thousands of predefined business processes that reflect: | Best practices |
| Concurrent supply chains are made possible by which technology: | The internet |
| A supply chain driven by actual customer orders or purchases follows a ________ model. | Pull-based |
| An enterprise system helps reduce redundant business processes. | False |
| Enterprise systems include analytical tools. | True |
| Why is overstocking warehouses not an effective solution for a problem of low availability? | It increases inventory costs |
Created by:
scottcampbell