6 Written Questions
6 Multiple Choice Questions
- Customer-facing applications, such as sales force automation, call center and customer service support, and marketing automation.
- method of firm interaction with a customer, such as telephone, e-mail, customer service desk, conventional mail, or point-of-purchase
- supply chain driven by production master schedules based on forecasts or best guesses of demand for products, and products are "pushed" to customers
- Software dealing with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training.
- Integration of multiple applications from multiple business functions, business units, or business partners to deliver a seamless experience for the customer, employee, manager, or business partner
- network of organizations and business processes for procuring materials, transforming raw materials into intermediate and finish products, and distributing the finished products to customers
6 True/False Questions
enterprise software → set of integrated modules for applications such as sales and distribution, financial accounting, investment management, production planning, plant maintenance, and human resources that allow date to be used by multiple functions and business processes.
just-in-time → 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.
demand planning → method of firm interaction with a customer, such as telephone, e-mail, customer service desk, conventional mail, or point-of-purchase
pull-based model → supply chain driven by actual customer orders or purchases so that members of the supply chain produce and deliver only what customers have ordered.
bull whip effect → distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.
partner relationship management (PRM) → automation of the firm's relationships with its selling partners using customer data and analytical tools to improve coordination and customer sales