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

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