Question 1

Most businesses start out with _______________ CRM systems, such as sales force automation and customer service centers.

Accepted Answer

The answer of Most businesses start out with _______________ CRM...

Question 2

Companies employing supply chain management systems can still face problems. Which of the following is not identified as a cause of SCM problems in the text?

Accepted Answer

The text identifies A, B, and C as potential causes of SCM problems but does not mention D as a cause.

Question 3

_______________ software routes calls to customer support agents based on their skills and authority to handle specific kinds of service requests.

Accepted Answer

The answer of _______________ software routes calls to customer support...

Question 4

A lack of adequate collaboration between suppliers, distributors, and ________________ departments within a company will sabotage any SCM system.

Accepted Answer

All three departments (marketing, production, and inventory management) are important components of a successful SCM system, and a lack of collaboration between any of them can lead to inefficiencies and disruptions in the supply chain. Therefore, D is the best choice.

Question 5

Companies in stage _____ of a supply chain management implementation strive to optimize the development and management of their supply chains in order to meet strategic customer value and business value goals.

Accepted Answer

Stage three of supply chain management implementation is focused on optimizing the development and management of supply chains in order to meet strategic customer value and business value goals. Stages one and two are more focused on internal optimization and building relationships with key suppliers. Stage four is focused on achieving supply chain excellence and continuous improvement.

Question 6

Which of the following would occur in stage 1 of a supply chain management implementation?

Accepted Answer

Stage 1 of supply chain management implementation involves defining the scope and objectives of the project, which includes logistics.

Question 7

Companies in stage _____ of a supply chain management implementation concentrate on making improvements to internal supply chain processes and external processes and relationships with suppliers and customers.

Accepted Answer

The answer of Companies in stage _____ of a supply...

Question 8

CRM software is difficult to install because it often touches many different _______________ systems.

Accepted Answer

The answer of CRM software is difficult to install because...

Question 9

_______________ software helps sales, marketing, and service professionals capture and track relevant data about every past and planned contact with prospects and customers, as well as other business and life cycle events of customers.

Accepted Answer

The answer of _______________ software helps sales, marketing, and service...

Question 10

According to the text, a company can boost its profits by _______________ percent by increasing its annual customer retention by only 5 percent.

Accepted Answer

The answer of According to the text, a company can...

Question 11

According to the text, it costs _______________ times more to sell to a new customer than to sell to an existing one.

Accepted Answer

The answer of According to the text, it costs _______________...

Question 12

Nike's failed SCM implementation resulted in all the following except:

Accepted Answer

According to the given options, the failed SCM implementation of Nike resulted in $100 million in lost sales, depressed stock prices, and class action lawsuits. However, there is no mention of 50% of the Nike factories being closed, so option B is the correct answer.

Question 13

_______________ software helps customer service reps assist customers who are having problems with a product or service by providing relevant service data and suggestions for resolving problems.

Accepted Answer

The answer of _______________ software helps customer service reps assist...

Question 14

Companies in stage _____ of a supply chain management implementation concentrate on expanding the business network of Web-enabled SCM-capable trading partners in their supply chain to increase operational efficiency and effectiveness in meeting strategic business objectives.

Accepted Answer

The answer of Companies in stage _____ of a supply...

Question 15

According to the textbook case, SCM software:

Accepted Answer

SCM (Supply Chain Management) software enables a company like McKesson to monitor its client's (in this case, CVS) store-level consumption and inventory, ensuring efficient supply chain operations and inventory management.

Question 16

_______________ systems store customer account data in common databases and then make it available throughout a company via Internet, intranet, or other network links.

Accepted Answer

The answer of _______________ systems store customer account data in...

Question 17

The three steps in the customer life cycle are _______________, _______________, and _______________.

Accepted Answer

The answer of The three steps in the customer life...

Question 18

Enhancing and optimizing customer retention and _______________ is a major business strategy and primary objective of customer relationship management.

Accepted Answer

The answer of Enhancing and optimizing customer retention and _______________...

Question 19

Which of the following would occur in stage 3 of a supply chain management implementation?

Accepted Answer

The answer of Which of the following would occur in...

Question 20

SCM systems generally provide companies with all of the following benefits except:

Accepted Answer

SCM systems can improve supply chain efficiency by optimizing processes, reducing inventory levels, and lowering transaction and materials costs. However, they do not directly impact marketing costs or times to market.

Quiz 8: Business Across the Enterprise