Chapter 9: Achieving Operational Excellence and Customer Intimacy Enterprise

Question 1

The CRM aspect includes apps that analyze customer data made by operational apps to provide informations for enhancement

Accepted Answer

Analytical CRM

Question 2

Cross-selling is the marketing of complementary products to customers

Accepted Answer

True

Question 3

Goods start out as raw materials then, as they move through supply chain, they become intermediate and finished products

Accepted Answer

True

Question 4

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

Accepted Answer

Solutions incorporating SCM

Question 5

Which of these does not belong to enterprise systems

Accepted Answer

External government processes

Question 6

An enterprise system helps reduce redundant business processes

Accepted Answer

False

Question 7

Customer relationship management systems capture and integrate only internal company data from all over the organization

Accepted Answer

False

Question 8

With the use of RFID-enabled tracking technology, DP World is not enhancing customer satisfaction via sypply chain flow

Accepted Answer

False

Question 9

In this model, production master schedules are based on forecasts or best guesses of demand for products

Accepted Answer

Push-based model

Question 10

Thos software deals with employee performance issues that are closely related to CRM

Accepted Answer

Employee relationship management

Question 11

This module provides information and tools to increase efficiency of call center, help desks, and customer support staff

Accepted Answer

CRM Customer Service

Question 12

This type of systems are based on a suite of software models used to support business activities across the firm

Accepted Answer

Enterprise

Question 13

This is also known as a demand-driven or build-to-order model

Accepted Answer

Pull-based model

Question 14

This feature a set of integrated software modules and a database that enables data to be shared by business processes

Accepted Answer

Enterprise systems

Question 15

Social CRM tools enable a business to connect customer relationships from social networking sites to CRM processes

Accepted Answer

True

Question 16

This type of portion consits of the organizations and processes for distributing products to the final customers

Accepted Answer

Downstream

Question 17

Which of the following is not one of the 4 types of customers described in the case study on Graybar

Accepted Answer

Niche customers

Question 18

Major CRM application software vendors include Oracle, SAP, and Salesforce.com

Accepted Answer

True

Question 19

System enables the form to model its existing supply chain, generate demand forecasts for products, and develop plans

Accepted Answer

Supply chain planning systems

Question 20

This one belongs to Marketing Customer Data

Accepted Answer

Channel Promotions Management

Questions 20