Chapter 9

Question 1

integrates multiple applications from multiple
business functions, business units, or business partners to deliver a seamless
experience for the customer, employee, manager, or business partner.

Answer 1

Service Platform

Question 2

enable the firm to model its existing supply chain, generate demand
forecasts for products, and develop optimal sourcing and manufacturing plans.
Such systems help companies make better decisions such as determining how
much of a specific product to manufacture in a given time period; establishing
inventory levels for raw materials, intermediate products, and finished goods;
determining where to store finished goods; and identifying the transportation
mode to use for product delivery.

Answer 2

Supply chain planning systems

Question 3

capture and integrate customer data from all over the organization, consolidate
the data, analyze the data, and then distribute the results to various systems
and customer touch points across the enterprise

Answer 3

Customer relationship management systems

Question 4

portion consists of the organizations and processes for
distributing and delivering products to the final customers.

Answer 4

Downstream

Question 5

provides a single point for users to manage and evaluate
marketing campaigns across multiple channels, including e-mail, direct mail, telephone, the Web, and
wireless messages

Answer 5

Customer relationship management software

Question 6

deals with employee issues that are closely related to CRM,
such as setting objectives, employee performance management, performance-based compensation, and employee training.

Answer 6

Employee relationship management

Question 7

is based on the relationship
between the revenue produced by a specific customer, the expenses incurred in
acquiring and servicing that customer, and the expected life of the relationship
between the customer and the company

Answer 7

Customer lifetime value

Question 8

is built around thousands of predefined business
processes that reflect best practices.

Answer 8

Enterprise software

Question 9

help sales staff increase their
productivity by focusing sales efforts on the most profitable customers, those
who are good candidates for sales and services

Answer 9

Sales force automation

Question 10

which determines how
much product a business needs to make to satisfy all of its customers’ demands.

Answer 10

Demand planning

Question 11

e packages range from niche tools that perform
limited functions, such as personalizing Web sites for specific customers, to
large-scale enterprise applications that capture myriad interactions with
customers, analyze them with sophisticated reporting tools, and link to other
major enterprise applications, such as supply chain management and
enterprise systems.

Answer 11

Commercial CRM software

Question 12

is 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.

Answer 12

Supply chain

Question 13

including general ledger, accounts payable, accounts receivable, fixed assets, cash management and
forecasting, product-cost accounting, cost-center accounting, asset accounting, tax accounting, credit management, and financial reporting

Answer 13

Financial and accounting process

Question 14

Portions of supply chain

Answer 14

1. Upstream
2. Downstream
3. Internal supply chain

Question 15

includes the company’s suppliers,
the suppliers’ suppliers, and the processes for managing relationships with
them

Answer 15

Upstream

Question 16

is classified as either software to help businesses plan
their supply chains (supply chain planning) or software to help them execute
the supply chain steps (supply chain execution)

Answer 16

Supply chain software

Question 17

feature a set of integrated software modules and a central database that enables
data to be shared by many different business processes and functional areas throughout the
enterprise.

Answer 17

Enterprise system

Question 18

e measures the number of customers who stop
using or purchasing products or services from a company

Answer 18

Churn Rate

Question 19

uses many of the same data, tools, and systems as customer relationship management to enhance collaboration between a company and its selling
partners

It provides a company and its selling partners with the ability to trade
information and distribute leads and data about customers, integrating lead
generation, pricing, promotions, order configurations, and availability. It also
provides a firm with tools to assess its partners’ performances so it can make
sure its best partners receive the support they need to close more business

Answer 19

Partner relationship management

Question 20

in which information about the demand for a product gets distorted as it passes
from one entity to the next across the supply chain.

Answer 20

Bulllwhip effect

Question 21

t (also known as
a contact point) is a method of interaction with the customer, such as
telephone, e-mail, customer service desk, conventional mail, Web site, wireless
device, or retail store

Answer 21

Touch point

Question 22

s, including order processing, quotations, contracts, product configuration, pricing, billing, credit checking, incentive
and commission management, and sales planning

Answer 22

Sales and marketing processes

Question 23

y providing capabilities for
capturing prospect and customer data, for providing product and service
information, for qualifying leads for targeted marketing, and for scheduling and
tracking direct-marketing mailings or e-mail

Answer 23

Marketing

Question 24

production
master schedules are based on forecasts or best guesses of demand for products, and products are “pushed” to customers.

Answer 24

Pushed based model

Question 25

provide information and tools to
increase the efficiency of call centers, help desks, and customer support staff

Answer 25

Customer service

Question 26

s are based on data warehouses that consolidate the
data from operational CRM systems and customer touch points for use with online
analytical processing (OLAP), data mining, and other data analysis techniques

Answer 26

Analytical CRM Applications

Question 27

Business processes supported by enterprise system

Answer 27

1. Financial and accounting process
2. Human resources process
3. Manufacturing and production process
4. Sales and marketing process

Question 28

includes applications that analyze customer data generated by operational
CRM applications to provide information for improving business performance.

Answer 28

Analytical CRM

Question 29

which are based on a suite of integrated software
modules and a common central database.

Answer 29

Enterprise resource planning module

Question 30

also known as a demanddriven model or build-to-order, actual customer orders or purchases trigger
events in the supply chain

Answer 30

Pull based model

Question 31

, including personnel administration, time accounting, payroll, personnel planning and development, benefits
accounting, applicant tracking, time management, compensation, workforce planning, performance management, and travel expense reporting

Answer 31

Human resources processes

Question 32

g is the marketing of complementary products to customers.

Answer 32

Cross-selling

Question 33

includes customer-facing applications, such as tools for sales force automation,
call center and customer service support, and marketing automation

Answer 33

Operational CRM

Question 34

including procurement, inventory management, purchasing, shipping, production planning, production
scheduling, material requirements planning, quality control, distribution, transportation execution, and plant and equipment maintenance.

Answer 34

Manufacturing and production processes

Question 35

acts as a buffer for the lack of flexibility in the supply chain

Answer 35

Safety stock

Question 36

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

Answer 36

Supply chain execution systems

Question 37

processes for transforming materials, components,
and services furnished by their suppliers into finished products or intermediate
products (comp

Answer 37

Internal Supply chain

Question 38

typically span greater geographic distances and time
differences than domestic supply chains and have participants from a number
of different countries

Answer 38

Global Supply chain

Question 39

helps companies manage many aspects of their global supply
chains, including sourcing, transportation, communications, and international
finance.

Answer 39

Internet