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Management Info CH. 9

A company’s suppliers, supplier’s suppliers, and the processes for managing relationships with them is the
Upsteam portion of the supply chain
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…
Analyzing customer buying patterns is an example of
analytical CRM
Components or parts of finished products are referred to as
intermediate products
Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications.
analytical CRM
Customer relationship management systems typically provide software and online tools for sales, customer service, and
Enterprise systems are strictly internally oriented; other types of enterprise applications must be used for communicating with customers and suppliers.
Firms can use social networking sites to improve their efficiency in customer service.
In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products.
In the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.
Operational CRM applications include tools for
salesforce automation
PRM provides a firm and its distributors trade information and distributes leads about customers.
Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.
Supply chain inefficiencies can waste as much as 25 percent of a company’s operating costs.
The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.
The business value of an effective supply chain management system includes all of the following except
Increased inventory levels
The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers
Uncertainties arise in any supply chain because of
unforseeable events
Which of the following is not one of the key challenges facing global supply chains?
Increased costs
Which of the following is not true about enterprise systems?
Enterprise software is expressly built to allow companies to mimic their unique business practices.
Which of the following statements about enterprise applications is not true?
Enterprise applications are best implemented when few changes in business processes are required….
Which of the following would not be considered a contact point?
Which supply chain planning function determines how much product is needed to satisfy all customer demands?
demand planning
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
________ management is an important capability for customer service processes that is found in most major CRM software products.

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