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why is overstocking a warehouse not an effective solution for a problem of low availibility?

it increases inventory costs

which of the following is an important capability for sales processes that is found in most major CRM software products?

lead management

Analytical CRM applications

are based on data warehouses consolidated from operational CRM applications

a distortion of information about the deman for a product as it passes from one entity to the next across the supply chain is called the ____________ effect


when tailoring a particular aspect of a system to the way a company does business, enterprise software can provide the company with:

configuration tables

you have been asked to implement enterprise software for a manufacturer of kitchen appliances. What is the first step you should take?

select the functions of the system you wish to use

marketing modules in CRM systems would provide tools for:

identifying profitable and unprofitable customers

a______ is a method of interaction with a customer, such as telephone or customer service desk

touch point

which of the following would not be considered a contact point


systems that enable a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product best describes supply chain ______________ systems


__________ software deals with employess issues that are closely related to CRM, such as setting objectives, employess performance managment, performance-based compensation, and employee training?


customer relationship managment systems typically provide software and online tools for sales, customer service, and


the measurement of the number of customers who stop using or purchasing products or services from a company is called

churn rate

supply chain planning systems

identifying the transportation mode to use for product delivery

which of the following is not true about enterprise systems

enterprise software is expressly built to allow companies to mimic their unique business practices

from your reading of the procter & gamble case study, the company implemented a multi-echelon inventory optimization system to achieve which of the main six business objectives?

operational excellence

a companys organizations and processes for distributing and delivering products to the final customer is the

downstream portion of the supply chain

a build-to-order supply-chain model is also called a ______model


selling a customer with a checking account a improvement loan is an example of


enterprise software is built around thousands of predefined business processes that reflect

best practices

from your reading of the severstal case study, the firm implemented new information systems in order to achieve which of the main six business objectives

operational excellence

_______ integrate multiple applications from multiple business functions, business units, or business partners to deliver a seamless experience for the customer, employee, manager, or business partner and provide a greater degree of cross-functional integration than the traditional enterprise applications

service platforms

concurrent supply chains are made possible by which technology?

the internet

a suppply chain driven by actual customer orders or purchases follows a ______ model

pull-based model

enterprise application vendors have created _________ to make their own customer relationship management, supply chain managment, and enterprise systems work closely together with each other

e-business suites

which of the following is not an example of next-generation enterprise applications

solutions incorporating SCM

which supply chain planning function determines how much product is needed to satisfy all customer demands?

demand planning

customer relationship managment applications dealing with the analysis of customer data to provide information for improving business performances best describes __________ applications

analytical CRM

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 is called a:

supply chain

supply chain complexity and scale increases when firms

produce products and services that coordinate with hundreds or more firms and suppliers

a suite of integrated software modules for finance and accounting, human resources, manufacturing and production, and sales and marketing that allows data to be used by multiple functions and business processes best describes

ERP systems

analyzing customer buying patterns is an example of

analytical CRM

uncertainties arise in any supply chain because of

unforeseeable events

________ managment is an important capability for service processes that is found in most major CRM software products


components or parts of finished products are referred to as

intermediate products

supply chain software can be classified as either supply chain _________ systems or supply chain_____ systems

planning, execution

__________ modules use many of the same data, tools, and systems as CRM to enhance collaboration between a company and its selling partners


a 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 best describes a ___________ strategy


SFA modules in CRM systems would provide tools for:

managing sales prospect and content information

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


________modules deal with issues such a setting objectives, employee performance managment, and performance-based compensation


a companys suppliers, supplier's suppliers, and the process for managing relationships with them is the:

upstream portion of the supply chain

capabilities of supply cain execution systems would not include

identifying the optimal transportation mode

in order to achieve maximum benefit from an enterprise software package, a business

changes the way it works to match the softwares's business processes

supply chain_______ systmes 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


which of the following statementd about enterprise applications is not true?

enterprise applications are best implemented when few changes in business processes are required

the business value of an effective supply chain management system includes all of the following except

increased inventory levels

customer service modules in CRM systems provide tools for

assigning and managing customer service-requests

operational CRM applications include tools for

salesforce automation

which of the following traditional solutions enables manufacturera to deal with uncertainties in the suplly chain?

safety stock

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