Chapter 11

Question 1

Enterprise systems:

Answer 1

Application used throughout the organization to support decision making.

Question 2

Supply Chain Management System (SCM)

Answer 2

1. Supply Chain is an integrated network consisting of an organization, its suppliers, transportation companies, and brokers to deliver goods and services to its customers.

Question 3

Customer Relationship Management System (CRM)

Answer 3

Consists of the processes a company uses to track and organize its contacts with customers

Question 4

goal of CRM

Answer 4

Improve services offered to customers

 Use customer contact information for targeted marketing

Question 5

marketing strategies in CRM.

Answer 5

 Focus on long-term relationships with customers instead of transactions
 Focus on personalization and customization

Question 6

Customer Relationship Management (CRM) system can support the following activities:

Answer 6

 Sales and Marketing automation
 Order processing
 Customer support
 Personalization

Question 7

Knowledge Management System (KM)

Answer 7

 Technique to improve systems by identifying, storing, and disseminating “know-how”—facts about how to perform tasks

Question 8

the difference between explicit knowledge and tacit knowledge

Answer 8

Explicit Knowledge:
- can be captured written down and presented in doc and database

tactic knowledge:
-knowledge inner heads. Much less concrete and more difficult to measure and document

Question 9

Enterprise Resource Planning System (ERP)

Answer 9

 The key is that an ERP integrates all the other systems.

Question 10

Knowledge management system should help an organization to:

Answer 10

 Promote innovation by encouraging free exchange of ideas
 Improve customer service by reducing response time
 Increase revenue by reducing the delivery time for products and services
 Improve employee retention rates by rewarding employees for their knowledge