6 Written Questions

1. Difference between revenues produced by a specific customer and the expenses for acquiring and servicing that customer minus the cost of promotional marketing over the lifetime of the customer relationship,expressed in today's dollars
2. Measurement of the number of customers who stop using or purchasing products or services from a company. Used as an indicator of the growth or decline of a firm's customer base.
3. Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance
4. 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.
5. determining how much product a business needs to make to satisfy all its customers' demands
6. 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.

6 Multiple Choice Questions

1. systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product
   1. demand planning
   2. supply chain
   3. supply chain execution systems
   4. supply chain planning systems
2. network of organizations and business processes for procuring materials, transforming raw materials into intermediate and finish products, and distributing the finished products to customers
   1. cross-selling
   2. supply chain
   3. churn rate
   4. touch point
3. systems to 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.
   1. bull whip effect
   2. supply chain execution systems
   3. supply chain
   4. supply chain planning systems
4. 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
   1. enterprise software
   2. service platform
   3. operational CRM
   4. demand planning
5. distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.
   1. just-in-time
   2. bull whip effect
   3. pull-based model
   4. touch point
6. supply chain driven by actual customer orders or purchases so that members of the supply chain produce and deliver only what customers have ordered.
   1. push-based model
   2. pull-based model
   3. just-in-time
   4. bull whip effect

6 True/False Questions

1. employee relationship management (ERM) → automation of the firm's relationships with its selling partners using customer data and analytical tools to improve coordination and customer sales

   True        False

2. touch point → Measurement of the number of customers who stop using or purchasing products or services from a company. Used as an indicator of the growth or decline of a firm's customer base.

   True        False

3. push-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.

   True        False

4. operational CRM → Customer-facing applications, such as sales force automation, call center and customer service support, and marketing automation.

   True        False

5. 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

   True        False

6. cross-selling → Marketing complementary products to customers

   True        False