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

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Question 31

Multiple Choice

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Analyzing customer buying patterns is an example of

A) CLTV.
B) analytical CRM.
C) operational CRM.
D) demand planning.
E) cross-selling.

F) A) and C)
G) A) and E)

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Question 32

Multiple Choice

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A company's organizations and processes for distributing and delivering products to the final customers is the

A) supplier's internal supply chain.
B) external supply chain.
C) upstream portion of the supply chain.
D) downstream portion of the supply chain.
E) onstream portion of the supply chain.

F) B) and D)
G) D) and E)

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Question 33

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Identify two supply chain models. Which is better?

Total supply chain costs represent the majority of operating expenses for many businesses and in some industries approach 75 percent of the total operating budget.

Why is overstocking warehouses not an effective solution for a problem of low availability?

CRM systems help businesses obtain which business objective?

A distortion of information about the demand for a product as it passes from one entity to the next across the supply chain is called the ________ effect.

Inefficiencies in a supply chain are primarily caused by inaccurate information.

Components or parts of finished products are referred to as

Safety stock acts as a buffer for the lack of flexibility in the supply chain.

Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.

Identify and describe the two types of customer relationship management applications.

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

Plant Away is an Oregon-based retailer and distributor of trees and shrubs. They have hundreds of smaller nurseries based around the country that grow the plant stock. The majority of their business is conducted online. Consumers purchase typically small quantities of products online and Plant Away coordinates the shipping from the most appropriate nursery. What unique problems might you anticipate they have in their supply chain? What might remedy these problems?

An enterprise system helps reduce redundant business processes.

Supply chain ________ systems 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.

The bullwhip effect describes consistency and continuity in demand for a product as it passes from one entity to the next across the supply chain.

Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications.

Marketing modules in CRM systems would provide tools for

A company's suppliers, supplier's suppliers, and the processes for managing relationships with them is the