Podcast
Questions and Answers
Enterprise systems are also known as enterprise resource planning (ERP) systems.
Enterprise systems are also known as enterprise resource planning (ERP) systems.
True
Cannondale's legacy MRPS was replaced with an on-premise Rapid Response software service.
Cannondale's legacy MRPS was replaced with an on-premise Rapid Response software service.
False
Enterprise systems only collect data from the finance department.
Enterprise systems only collect data from the finance department.
False
Enterprise software is built around a few predefined business processes.
Enterprise software is built around a few predefined business processes.
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Kinaxis Rapid Response software service is a type of enterprise system.
Kinaxis Rapid Response software service is a type of enterprise system.
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Enterprise systems are used to support only external business activities.
Enterprise systems are used to support only external business activities.
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Customer Relationship Management (CRM) software includes modules for partner relationship management.
Customer Relationship Management (CRM) software includes modules for partner relationship management.
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Enterprise systems do not provide firm-wide information to support decision making.
Enterprise systems do not provide firm-wide information to support decision making.
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Employee Relationship Management (ERM) is a module for managing customer relationships.
Employee Relationship Management (ERM) is a module for managing customer relationships.
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Supply chain management involves only the procurement of raw materials.
Supply chain management involves only the procurement of raw materials.
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Sales force automation (SFA) is a module for managing customer service requests.
Sales force automation (SFA) is a module for managing customer service requests.
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Enterprise systems increase operational efficiency by integrating various business functions.
Enterprise systems increase operational efficiency by integrating various business functions.
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CRM packages include tools for customer service and marketing.
CRM packages include tools for customer service and marketing.
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CRM software is only used for large-scale enterprise applications.
CRM software is only used for large-scale enterprise applications.
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Downstream supply chain involves managing relationships with suppliers.
Downstream supply chain involves managing relationships with suppliers.
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Employee performance management is a part of Customer Relationship Management (CRM).
Employee performance management is a part of Customer Relationship Management (CRM).
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Enterprise systems enable rapid responses to customer requests for information or products.
Enterprise systems enable rapid responses to customer requests for information or products.
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Nike's supply chain only involves the manufacturing process.
Nike's supply chain only involves the manufacturing process.
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Analytical CRM is used for customer-facing applications.
Analytical CRM is used for customer-facing applications.
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Operational CRM is used to analyze customer data.
Operational CRM is used to analyze customer data.
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Customer lifetime value (CLTV) is calculated using data from analytical CRM.
Customer lifetime value (CLTV) is calculated using data from analytical CRM.
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The business value of CRM includes reduced direct-marketing costs.
The business value of CRM includes reduced direct-marketing costs.
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CRM is used to increase the churn rate of customers.
CRM is used to increase the churn rate of customers.
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Operational CRM and analytical CRM are two separate and unrelated systems.
Operational CRM and analytical CRM are two separate and unrelated systems.
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Implementing enterprise applications can cost between $3.5 million to over $12 million.
Implementing enterprise applications can cost between $3.5 million to over $12 million.
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Next-generation enterprise applications are not designed to be flexible and Web-enabled.
Next-generation enterprise applications are not designed to be flexible and Web-enabled.
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Enterprise applications are only used for customer relationship management (CRM).
Enterprise applications are only used for customer relationship management (CRM).
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Cloud-based ERP and CRM software services are typically adopted by small startups.
Cloud-based ERP and CRM software services are typically adopted by small startups.
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Open source and on-demand solutions are not features of next-generation enterprise applications.
Open source and on-demand solutions are not features of next-generation enterprise applications.
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Cloud-based enterprise applications are not mobile compatible or integrated with Web 2.0 capabilities.
Cloud-based enterprise applications are not mobile compatible or integrated with Web 2.0 capabilities.
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Study Notes
Enterprise Systems Overview
- Integrated software modules and a central database enable data sharing across various business processes and functions.
- Key functions include personnel administration, payroll, manufacturing, production, purchasing, shipping, and sales/marketing tasks like order processing and billing.
- Firms map business processes to software processes and configure software using customization tables.
Business Value of Enterprise Systems
- Enhance operational efficiency, providing comprehensive information for decision-making.
- Facilitate rapid responses to customer inquiries and product requests.
- Incorporate analytical tools to assess organizational performance.
Supply Chain Management Systems
- Supply chains consist of networks for procuring raw materials, transforming them into products, and distributing them.
- Upstream supply chain involves suppliers and their suppliers, managing relationships.
- Downstream supply chain focuses on the delivery of products to customers.
- Example depicted: Nike's supply chain illustrates information flow for product coordination.
Customer Relationship Management (CRM) Systems
- Operational CRM covers customer-facing applications like sales force automation and marketing automation.
- Analytical CRM examines and analyzes data from operational CRM outputs using data warehouses.
- Customer lifetime value (CLTV) is a core metric examined by CRM systems.
CRM Business Value
- Increases customer satisfaction and reduces direct marketing costs.
- Enhances marketing effectiveness with lower customer acquisition and retention costs.
- Boosts sales revenue and reduces customer churn rates.
CRM Software Features
- Ranges from specialized tools to large-scale enterprise applications with comprehensive modules.
- Partner Relationship Management (PRM) focuses on lead generation and partner performance evaluation.
- Employee Relationship Management (ERM) helps with performance management and training.
Cannondale Case Study
- Highlights the management of global supply chains amidst changing product lines and international suppliers.
- Transitioned to Kinaxis on-demand Rapid Response service for real-time information sharing and faster customer response.
- Demonstrates the necessity for enterprise-wide systems for supply chain coordination.
Enterprise Applications Challenges and Opportunities
- High implementation costs ranging from $3.5 million to over $12 million.
- Necessitates technological, business process, and organizational changes with potential high switching costs.
- Focus on data standardization, management, and cleansing.
Evolution of Enterprise Applications
- Next-gen applications aim for increased flexibility, web enablement, and better integration with other systems.
- Emphasis on enterprise suites to facilitate CRM, SCM, and enterprise systems compatibility with client systems.
- Incorporates web services, service-oriented architecture (SOA), mobile compatibility, and analytics features.
Cloud-Based Enterprise Applications
- Companies most likely to adopt cloud-based ERP and CRM services are those seeking scalability and flexibility.
- Industries with less stringent data security requirements may find cloud solutions well-suited.
- Advantages include reduced infrastructure costs and easy access, while disadvantages might include security concerns and vendor dependency.
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Description
Learn how enterprise applications are used to achieve operational excellence and customer intimacy. This quiz covers the use of enterprise applications in managing global supply chains, including the Cannondale case study.
