Question 1

Identify five benefits of customer relationship management systems.

Accepted Answer

Benefits include: better customer servic...

Question 2

________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services.

Accepted Answer

A)   Customer
B)   SOA
C)   Marketing
D)   Complex
E)   SFA

Question 3

Identify two classifications for supply chain software. For each classification, identify five capabilities.

Accepted Answer

Supply chain planning systems and supply...

Question 4

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

Accepted Answer

A)   churn rate
B)   customer lifetime value
C)   cost per lead
D)   cost per sale
E)   customer average value

Question 5

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

Accepted Answer

A)   core customers
B)   opportunistic customers
C)   marginal customers
D)   service-drain customers
E)   niche customers

Question 6

Walmart's continuous replenishment system is an example of a ________ model.

Accepted Answer

A)   push-based
B)   pull-based
C)   enterprise-based
D)   supply chain optimization
E)   forecast-based

Question 7

All of the following service capabilities would be found in major CRM products except

Accepted Answer

A)   customer satisfaction management.
B)   returns management.
C)   call center & help desk.
D)   service analytics.
E)   order management.

Question 8

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

Accepted Answer

A)   returns management
B)   lead management
C)   channel promotions management
D)   events management
E)   customer satisfaction management

Question 9

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

Accepted Answer

A)   Global
B)   Organizational
C)   Supply chain
D)   Product differentiation
E)   Enterprise

Question 10

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.

Accepted Answer

A)   demand
B)   delivery
C)   optimization
D)   execution
E)   planning

Exam 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services.

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

All of the following service capabilities would be found in major CRM products except

Correct Answer
verified

Identify two classifications for supply chain software. For each classification, identify five capabilities.

Correct Answer
verified
Supply chain planning systems and supply...
View Answer

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

Correct Answer
verified

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.

Correct Answer
verified

Identify five benefits of customer relationship management systems.

Correct Answer
verified
Benefits include: better customer servic...
View Answer

Walmart's continuous replenishment system is an example of a ________ model.

Correct Answer
verified

Exam 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

________ modules in CRM systems help sales staff increase their productivity by focusing sales efforts on the most profitable customers, those who are good candidates for sales and services.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

All of the following service capabilities would be found in major CRM products except

Correct AnswerverifiedShow Answer

Identify two classifications for supply chain software. For each classification, identify five capabilities.

Correct AnswerverifiedSupply chain planning systems and supply...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

Identify five benefits of customer relationship management systems.

Correct AnswerverifiedBenefits include: better customer servic...View AnswerShow Answer

Walmart's continuous replenishment system is an example of a ________ model.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Supply chain planning systems and supply...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Benefits include: better customer servic...
View Answer

Correct Answer
verified