8: Business Communications

Question 1

What are the two common methods for integrating databases?

Answer 1

Forward & backward,

Central respository

Question 2

Why do companies only invest in forward integration?

Answer 2

To do both is costly

Question 3

What critical success factors do supply chain focus on?

Answer 3

Right products, place, cost, and time

Question 4

What does supply chain management maximize?

Answer 4

Effectiveness in supply chain,

Profitability in the corporation

Question 5

What did supply chain management used to focus on?

Answer 5

Quality improvements

Question 6

What are the basic supply chain activities?

Answer 6

Plan,
Source,
Make,
Deliver,
Return

Question 7

How does a healthy supply chain management affect Porter’s five forces?

Answer 7

It decreases buyer power, substitutes, & entrants

While it increases supplier power

Question 8

What are the supply chain management metrics?

Answer 8

Back order,
Inventory cycle time,
Customer order cycle time,
Inventory turnover

Question 9

What is customer relationship management a shift from?

Answer 9

Sales-focused business strategies

Question 10

How can a firm track which customers are the most valuable?

Answer 10

How recently a customer purchased
How frequently a customer purchases
Monetary value of each customer purchase

Question 11

What are the three phases in the evolution of customer relationship management?

Answer 11

Report - What?
Analyze - Why?
Predict - What will?

Question 12

What is the difference between operational & analytical customer relationship management?

Answer 12

Operational - daily transactions

Analytical - back-office

Question 13

What tools can the marketing department use for customer relationship management?

Answer 13

List generator - segments the market
Campaign management
Cross-selling & up-selling

Question 14

What are some motivators for tracking sales electronically?

Answer 14

Information overload

Unrecorded infomation

Question 15

What tools can the sales department use for customer relationship management?

Answer 15

Sales management
Contact management
Opportunity management

Question 16

What is the difference between contact management & opportunity management?

Answer 16

Contact - existing

Opportunity - new

Question 17

What tools can the customer service department use for customer relationship management?

Answer 17

Contact center
Web-based self-service
Call scripting

Question 18

What are the new waves of customer relationship management?

Answer 18

Supplier relationship management
Partner relationship management
Employee relationship management

Question 19

What are the core components of enterprise resource planning?

Answer 19

Accounting & finance
Production & materials management
Human resources

Question 20

What are extended enterprise resource planning components?

Answer 20

Business intelligence
Customer relationship management
Supply chain management
eBusiness

Question 21

What are the primary users of customer relationship management?

Answer 21

Sales
Marketing
Customer service

Question 22

Who are the primary users of supply chain management?

Answer 22

Customers
Resellers
Partners
Suppliers
Distributors

Question 23

Who are the primary users of enterprise resource planning?

Answer 23

Accounting
Finance
Logistics
Production

Question 24

Why do organizations implement enterprise systems?

Answer 24

Efficiency in business processes,
Effectiveness in supply chain,
Understanding customer behavior