Exam 9: Enterprise Applications to Manage Supply Chains and Respond to Customers

Employee relationship management (ERM)software deals with employee issues that are closely related to CRM,such as setting objectives,employee performance management,performance-based compensation,and employee training.

________ management is an important capability for customer service processes that is found in most major CRM software products.

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

A build-to-order supply-chain model is also called a ________ model.

__________________________ refers to the total elapsed time from the beginning to the end of a process.

Supply chain inefficiencies can waste as much as 25 percent of a company's operating costs.

Analytical CRM applications

___________________________ include order processing,quotations,contracts,product configuration,pricing,billing,credit checking,incentive and commission management,and sales planning.

Identify at least four benefits and four challenges of enterprise systems.

Marketing modules in CRM systems would provide tools for

________ modules deal with issues such as setting objectives,employee performance management,and performance-based compensation.

__________________________ is the marketing of complementary products to customers.

Cross-selling is the marketing of complementary products to customers.

Which of the following statements about enterprise applications is not true?

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

__________________________ include general ledger,accounts payable,accounts receivable,fixed assets,cash management and forecasting,product-cost accounting,cost-centre accounting,asset accounting,tax accounting,credit management,and financial reporting.

Firms can use social networking sites to improve their efficiency in customer service.