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Chapter 8: Enterprise Systems

What allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems?
Integration
What are several different types of software that sit between and provide connectivity for two or more software applications?
Middleware
What is a current or existing system that will become the base for upgrading or integrating with a new system?
Legacy System
SCM Systems link ..
Distribution & Manufacturing
What is it called when distorted product-demand information ripples from one partner to the next throughout the supply chain?
Bullwhip Effect
What is the ability to view all areas up and down the supply chain in real time?
Supply Chain Visibility
What increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events?
Supple chain event managament
What helps organizations reduce inventory investments, while improving customer satisfaction?
collaborative demand planning
What allows an organization to reduce product development costs?
Collaborative Engineering
As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past?
Existing customers are the best source of profitable and sustainable revenue growth
There are three phases in the evolution of CRM: (1) reporting, (2) analyzing, and (3) predicting. What do CRM predicting technologies help organizations accomplish?
Make predictions regarding customer behavior such as which customers are at risk of leaving
A contact center is one of the best assets a customer-driven organization can have. Why?
Maintaining a high level of customer support is critical to obtaining and retaining customers.
In which industry area will CRM remain a major strategic focus for years to come?
Product is difficult to differentiate
What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?
Analytical CRM
What can analytical CRM modeling tools discover?
Identify opportunities for expanding customer relationships
Identify opportunities for cross-selling
Identify opportunities for up-selling
What occurs when a website can know enough about a person’s likes and dislikes that it can fashion offers that are more likely to appeal to that person?
Website Personalization
Which is not one of the three phases in the evolution of CRM?
Reporting, Analyzing, Processing, Predicting
Processing
What is a question representing a CRM reporting technology example?
What is the total revenue by customer?
What is a question representing a CRM analyzing technology question?
Why did sales not meet forecasts?
Which of the following questions represents a CRM predicting technology question?
What customers are at risk of leaving?
Which of the following operational CRM technologies does the marketing department typically use?
List generator, campaign management, cross-selling and up-selling
What operational CRM technologies does the customer service department typically use?
Contact center, web-based self-service, call scripting
What represents sales force automation?
A system that automatically tracks all of the steps in the sales process
Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track?
Sales force automation system
What is the primary difference between contact management and opportunity management?
Contact management deals with existing customers; opportunity management deals with new customers
What is automatic call distribution?
A phone switch routes inbound calls to available agents.
What is predictive dialing?
It automatically dials outbound calls; when someone answers, the call is forwarded to an available agent.
What provides web-based self-service tools that streamline and automate the human resource department?
Employee relationship management
Which industries will want to keep using CRM as a major strategic focus in the future?
Industries whose products are difficult to differentiate
Which of the following is a common sales CRM metric?
Number of new customers
Which of the following is a common customer service CRM metric?
Average time to resolution
Which of the following is a common marketing CRM metric?
Cost per interaction by marketing campaign
What is enterprise resource planning?
Integration of all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprisewide information on all business operations
Which activities do accounting and finance components perform?
Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.
Which activities do production and materials management components perform?
Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.
Which activities do human resource components perform?
Track employee information including payroll, benefits, compensation, and performance assessment, and assume compliance with the legal requirements of multiple jurisdictions and tax authorities.
Which extended ERP component collects information used throughout an organization, organizes it, and applies analytical tools to assist managers with decisions?
business intelligence
Which of the following describes an ERP system?
ERP systems provide a foundation for collaboration among departments.
ERP systems enable people in different business areas to communicate.
ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization’s performance.
What is at the heart of any ERP system?
Database
Which of the following occurs when everyone involved in sourcing, producing, and delivering the company’s product works with the same information?
Eliminates redundancies
Cuts down wasted time
Removes misinformation

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