Question 1

SFA modules in CRM systems would provide tools for

Accepted Answer

A)   assigning and managing customer service requests.
B)   capturing prospect and customer data.
C)   identifying profitable and unprofitable customers.
D)   managing sales prospect and contact information.E) A) and D)
F) B) and C)

Question 2

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.

Accepted Answer

A)   e-business suites
B)   ERP systems
C)   middleware
D)   legacy systemsE) A) and C)
F) None of the above

Question 3

Supply chain complexity and scale increases when firms

Accepted Answer

A)   move to globalization.
B)   manage the procurement, manufacturing, and distribution functions themselves.
C)   produce products and services that coordinate with hundreds or more firms and suppliers.
D)   modify their existing workflows to comply with supply-chain management systems.E) A) and D)
F) B) and C)

Question 4

When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with

Accepted Answer

A)   configuration tables.
B)   Web services.
C)   data dictionaries.
D)   middleware.E) C) and D)
F) A) and D)

Question 5

Which of the following is not an example of next-generation enterprise applications?

Accepted Answer

A)   open-source solutions
B)   social CRM
C)   solutions incorporating SCM
D)   solutions incorporating SOAE) C) and D)
F) B) and C)

Question 6

As they move through the ________, raw materials are transformed into finished products and shipped to retailers and customers.

Accepted Answer

The answer of As they move through the ________, raw...

Question 7

Enterprise software is built around thousands of predefined business processes that reflect

Accepted Answer

A)   the firm's organization.
B)   industry goals.
C)   best practices.
D)   cutting edge workflow analyses.E) C) and D)
F) B) and C)

Question 8

A company's suppliers, supplier's suppliers, and the processes for managing relationships with them is the

Accepted Answer

A)   supplier's internal supply chain.
B)   external supply chain.
C)   upstream portion of the supply chain.
D)   downstream portion of the supply chain.E) B) and C)
F) None of the above

Question 9

A company's organizations and processes for distributing and delivering products to the final customers is the

Accepted Answer

A)   supplier's internal supply chain.
B)   external supply chain.
C)   upstream portion of the supply chain.
D)   downstream portion of the supply chain.E) A) and C)
F) B) and D)

Question 10

The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.

Accepted Answer

A) True 
 B)False

Question 11

Marketing modules in CRM systems would provide tools for

Accepted Answer

A)   assigning and managing customer service requests.
B)   capturing prospect and customer data.
C)   identifying profitable and unprofitable customers.
D)   managing sales prospect and contact information.E) None of the above
F) A) and D)

Question 12

Why is overstocking warehouses not an effective solution for a problem of low availability?

Accepted Answer

A)   It does not speed product time to market.
B)   It is an inefficient use of raw materials.
C)   It increases sales costs.
D)   It increases inventory costs.E) None of the above
F) A) and D)

Question 13

You have been hired by Santori, Inc., a small company that imports and distributes an Italian sparkling water. The company is interested in what benefits an enterprise system would bring. Would an enterprise system be appropriate for this company? What steps would you take in determining this?

Accepted Answer

An enterprise system may be too expensiv...

Question 14

________ 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.

Accepted Answer

Sales forc...

Question 15

The measurement of the number of customers who stop using or purchasing products or services from a company is called

Accepted Answer

A)   switching costs.
B)   churn rate.
C)   CLTV.
D)   switch rate.E) B) and C)
F) A) and B)

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

With new flows of information made possible by Web-based tools, supply chain management can more easily follow a(n) ________ model.

Accepted Answer

The answer of With new flows of information made possible...

Question 18

________ systems are based on a suite of software models used to support business activities across the firm.

Accepted Answer

Enterprise...

Question 19

Which of the following is not one of the main challenges in implementing enterprise applications?

Accepted Answer

A)   high cost of software
B)   loss of ownership of data
C)   complex to install and configure
D)   dependence on third-party vendorsE) C) and D)
F) All of the above

Question 20

PRM provides a firm and its distributors trade information and distributes leads about customers.

Accepted Answer

A) True 
 B)False

Exam 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

As they move through the ________, raw materials are transformed into finished products and shipped to retailers and customers.

Correct AnswerverifiedShow Answer

A company's organizations and processes for distributing and delivering products to the final customers is the

Correct AnswerverifiedShow Answer

PRM provides a firm and its distributors trade information and distributes leads about customers.

Correct AnswerverifiedShow Answer

Enterprise application vendors have created ________ to make their own customer relationship management, supply chain management, and enterprise systems work closely together with each other.

Correct AnswerverifiedShow Answer

The measurement of the number of customers who stop using or purchasing products or services from a company is called

Correct AnswerverifiedShow Answer

When tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with

Correct AnswerverifiedShow Answer

Marketing modules in CRM systems would provide tools for

Correct AnswerverifiedShow Answer

Enterprise software is built around thousands of predefined business processes that reflect

Correct AnswerverifiedShow Answer

A company's suppliers, supplier's suppliers, and the processes for managing relationships with them is the

Correct AnswerverifiedShow Answer

________ systems are based on a suite of software models used to support business activities across the firm.

Correct AnswerverifiedEnterprise...View AnswerShow Answer

You have been hired by Santori, Inc., a small company that imports and distributes an Italian sparkling water. The company is interested in what benefits an enterprise system would bring. Would an enterprise system be appropriate for this company? What steps would you take in determining this?

Correct AnswerverifiedAn enterprise system may be too expensiv...View AnswerShow Answer

Why is overstocking warehouses not an effective solution for a problem of low availability?

Correct AnswerverifiedShow Answer

Supply chain complexity and scale increases when firms

Correct AnswerverifiedShow Answer

SFA modules in CRM systems would provide tools for

Correct AnswerverifiedShow Answer

Which of the following is not an example of next-generation enterprise applications?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

________ 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.

Correct AnswerverifiedSales forc...View AnswerShow Answer

Which of the following is not one of the main challenges in implementing enterprise applications?

Correct AnswerverifiedShow Answer

The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.

Correct AnswerverifiedShow Answer

With new flows of information made possible by Web-based tools, supply chain management can more easily follow a(n) ________ model.

Correct AnswerverifiedShow Answer

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Enterprise...
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An enterprise system may be too expensiv...
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Sales forc...
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