Question 1

_____,a key feature of a customer relationship management system,is the ability to aid customer service representatives so that they can quickly,thoroughly,and appropriately address customer requests and resolve customer issues while collecting and storing data about those interactions.

Accepted Answer

Customer support is the key feature of a customer relationship management system that aids customer service representatives in quickly, thoroughly, and appropriately addressing customer requests and resolving customer issues while collecting and storing data about those interactions. This feature helps in providing better customer service and improving customer satisfaction. Marketing automation, customer analysis, and contact management are important features of a CRM system, but they do not directly aid customer service representatives in addressing customer requests and resolving issues.

Question 2

Which of the following is a process of supply chain management that chooses suppliers and establishes contract terms to provide the raw material needed to create a product?

Accepted Answer

Sourcing is the process of selecting suppliers and establishing contract terms to obtain the necessary raw materials for the production of a product. Stocktaking is the process of counting and recording the inventory of products, advertising is the process of promoting a product or service, and marketing includes all activities involved in promoting and selling a product or service.

Question 3

_____,a key feature of a customer relationship management (CRM)system,has the ability to capture and analyze all customer interactions,generate appropriate responses,and gather data to create and build effective and efficient marketing campaigns.

Accepted Answer

Marketing automation is the specific feature of a CRM system that allows for the capture and analysis of customer interactions, the generation of appropriate responses, and the gathering of data to create effective marketing campaigns. Contact management involves organizing customer information and communication, sales forecasting predicts future revenue, and customer attrition refers to the rate at which customers stop doing business with a company.

Question 4

Which of the following is the goal of supply chain management?

Accepted Answer

Supply chain management aims to reduce the overall investment in inventory, decrease costs, and improve customer service. It involves managing the flow of goods and services from the point of origin to the point of consumption, including procurement, production, transportation, warehousing, and distribution. The goal is to create a seamless and efficient network that delivers the right products to the right place at the right time, while minimizing waste and maximizing profitability. While A and B are important considerations for disaster management, they are not the primary goal of supply chain management. Choice C refers to financial management, which is a different function than supply chain management.

Question 5

Which of the following key features of a customer relationship management (CRM)system has the ability to evaluate customer data to identify ways to increase revenue and decrease costs and identify the firm's "best customers"?

Accepted Answer

The key feature that has the ability to evaluate customer data to identify ways to increase revenue and decrease costs and identify the firm's "best customers" is Analysis. Contact management refers to managing and organizing customer data and interactions, automation refers to automating tasks such as email campaigns and scheduling appointments, and sales management refers to managing the sales process and tracking sales performance.

Question 6

Which of the following manages materials,information,and financial resources during the transition from manufacturer to wholesaler to retailer to consumer?

Accepted Answer

Supply chain management involves the coordination and management of materials, information, and financial resources as goods and services move from manufacturer to wholesaler to retailer to consumer. Risk and hazard management, disaster and safety management, and enterprise resource management do not specifically focus on the management of resources during the transition of goods through the supply chain.

Question 7

Which classification of enterprise resource planning vendors can take years for implementation across multiple locations?

Accepted Answer

Tier I enterprise resource planning vendors are typically large, well-established, and offer highly customizable and feature-rich solutions. However, their implementation and customization can take years and are generally suitable for large multinational companies with complex business processes and a significant budget. Implementation across multiple locations can further increase the complexity and duration of the project.

Question 8

_____ is a key feature of a customer relationship management (CRM)system that provides the ability to track data on individual customers and sales leads and then access that data from any part of the organization.

Accepted Answer

Contact management is the key feature in CRM that facilitates tracking data on customers and sales leads, allowing access to stored data from any part of the organization for better decision making and customer service. Desktop sharing, asset management, and unified communication are not directly related to customer relationship management.

Question 9

A(n)_____ software automates and integrates the functions of sales,marketing,and service in an organization.

Accepted Answer

Customer relationship management (CRM) software is designed to automate and integrate functions of sales, marketing, and service in an organization. It helps businesses manage customer interactions, track customer behavior and preferences, and streamline processes such as lead nurturing, sales forecasting, and customer support. CRM software can improve customer satisfaction, enhance customer loyalty, and drive revenue growth.

Question 10

Which of the following is the objective of customer relationship management (CRM)software?

Accepted Answer

The objective of customer relationship management software is to capture data about every contact a company has with a customer through every channel and to store it in the system. This helps the company build a better understanding of its customers and their preferences, which can be used to personalize marketing efforts, provide better customer service, and increase customer loyalty.

Question 11

Dove,a famous book publisher has decided to publish a new book in the international market.He needs to determine the interest readers may have in his new book,and he needs to determine the pricing and advertising strategies accordingly.Which process of supply chain management can help the publisher determine the number of books to print?

Accepted Answer

Demand planning is the process of estimating future demand for a product or service, which can help in determining how many copies of the book to print. By analyzing market trends, customer preferences, and historical sales data, the publisher can make an informed decision on the expected demand for the book and adjust the print quantity accordingly. This can also help in setting pricing and advertising strategies to meet the expected demand.

Question 12

_____,a supply chain process,establishes a network of warehouses for storing products,chooses carriers to deliver products to customers,and schedules carrier pickups so that products are delivered to the customers or warehouses on a timely basis.

Accepted Answer

Logistics is the process of planning, implementing, and controlling the movement of goods from the point of origin to the point of consumption. It involves establishing a network of warehouses for storing products, choosing carriers to deliver products to customers, and scheduling carrier pickups so that products are delivered to the customers or warehouses on time. Therefore, logistics is the best choice.

Question 13

Identify the supply chain management process that produces,tests,packages,and prepares products for delivery.

Accepted Answer

Manufacturing involves the processes of producing, testing, packaging, and preparing products for delivery. Advertising is not a supply chain management process, and while forecasting and sourcing are important parts of the supply chain, they do not necessarily involve the actual production and preparation of products for delivery.

Question 14

Which of the following is true about open-source enterprise resource planning (ERP)system software?

Accepted Answer

Open-source ERP system software's source code can be modified easily, which makes it more flexible and adaptable for changing business needs. This is one of the main advantages of using open-source ERP software.

Question 15

Which of the following generates design and process documents,bill of material definitions,product attributes,product formulations,and documents needed for FDA and environmental compliance?

Accepted Answer

Product life cycle management software is specifically designed to manage a product's lifecycle from conception to retirement, including generating design and process documents, bill of material definitions, product attributes, and product formulations. It also includes features for managing FDA and environmental compliance, making it the best choice among the given options. Architectural plan and design software is more focused on building design, while product sustenance and support software is geared towards managing a product after it has already been released. Enterprise resource planning software is more broadly focused on managing a company's resources and operations.

Question 16

_____ is an enterprise business strategy that creates a common repository of product information and processes to support the collaborative creation,management,dissemination,and use of product and packaging definition information.

Accepted Answer

The description matches Product Life Cycle Management (PLM), which is a business strategy focused on managing the entire life cycle of a product, from ideation to production and eventual retirement. PLM systems provide a common repository for product information, allowing different teams across the enterprise to collaborate and share information efficiently. Supply Chain Management, Risk Management, and Accounting management are related to different areas of business operations and don't directly match the given description.

Question 17

Which of the following is true of tier I enterprise resource planning vendors?

Accepted Answer

Tier I enterprise resource planning vendors, such as SAP and Oracle, target large multinational firms with facilities in multiple locations. They offer robust software solutions and customization options to meet the complex needs of these organizations.

Question 18

Which of the following is a process that is part of supply chain management that determines the market for a company's products by taking into account all the factors that can affect consumer choices,including pricing,promotions,and advertising activities?

Accepted Answer

Demand planning is the process of determining the market for a company's products, taking into account all the factors that can affect consumer choices, including pricing, promotions, and advertising activities. It involves forecasting future demand for a company's products and creating a plan to meet that demand while minimizing inventory costs and other supply chain expenses. Asset management, cooperative marketing, and contingency forecasting are all important components of supply chain management, but they do not specifically relate to determining market demand for a company's products.

Question 19

_____,a key feature of a customer relationship management system,is the ability to organize data about customers and sales leads,prioritize potential sales opportunities,and identify appropriate next steps.

Accepted Answer

Sales management is the best choice as it refers to the process of managing customer interactions and data to generate sales growth. This involves organizing and prioritizing customer information, identifying potential sales opportunities, and deciding on appropriate next steps to close the sale. Sales forecasting, sales dynamics, and sales budgeting are related concepts but do not directly relate to the ability to organize customer data and prioritize sales opportunities.

Question 20

_____ includes the planning,execution,and control of all activities involved in raw material sourcing and procurement,conversion of raw materials to finished products,and the warehousing and delivery of finished products to customers.

Accepted Answer

The definition given in the question is describing supply chain management, which involves the entire process of sourcing, converting, and delivering products to customers. Risk factor management, operations management, and customer relationship management are all important aspects of business management, but they do not encompass the entirety of the supply chain process.

Quiz 8: Enterprise Systems

_____,a key feature of a customer relationship management system,is the ability to aid customer service representatives so that they can quickly,thoroughly,and appropriately address customer requests and resolve customer issues while collecting and storing data about those interactions.

Which of the following is a process of supply chain management that chooses suppliers and establishes contract terms to provide the raw material needed to create a product?

_____,a key feature of a customer relationship management (CRM) system,has the ability to capture and analyze all customer interactions,generate appropriate responses,and gather data to create and build effective and efficient marketing campaigns.

Which of the following is the goal of supply chain management?

Which of the following key features of a customer relationship management (CRM) system has the ability to evaluate customer data to identify ways to increase revenue and decrease costs and identify the firm's "best customers"?