Exam 11: Enterprise Systems

In service organizations,the link in the supply chain includes ____.

____________________knowledge,such as how to close a sale,can be captured in data repositories and shared.

____________________ consists of the processes a company uses to track and organize its contacts with customers.

Describe the drawbacks of an ERP system.

An effective CRM system attracts new customers,which is less expensive in comparison with businesses maintaining current customers.

Information technologies and ____ play a major role in implementing an SCM system.

A(n)____________________ is an integrated network consisting of an organization,its suppliers,transportation companies,and brokers used to deliver goods and services to customers.

Describe the ways in which organizations can gain employee support when setting up a knowledge management system.

Describe when electronic data interchange is beneficial.

In general,the best way to gather tacit knowledge is interactively,such as interviewing the employee with specific questions about how he or she would handle an issue.

Transaction data for a CRM system might be gathered using ____.

A supply chain management system coordinates the procurement,transformation,and distribution of products.

Amdocs CRM is a software package available for setting up a CRM system.

When a store sends a customer coupons for a more expensive brand of milk,in the hope that the customer's family would prefer the brand,it is called "____________________."

What are some of the tools included in a CRM system?

Most ERP systems are available as ____________________,so an organization can purchase only the components it needs and add others later,if needed.

A simple knowledge management system might consist of using groupware such as IBM Lotus Notes.

One of the disadvantages of an e-marketplace is that a single platform for prices means that there are fewer bargains.

A(n)____________________ is an application used in all functions of a business that supports decision making throughout the organization.

A traditional electronic data interchange uses proprietary protocols and networks.