Management Information Systems Chapter 9

<p>Utilizes customer touch points for analysis (C)</p> Signup and view all the answers

<p>Generating sales quotes (C)</p> Signup and view all the answers

<p>Sales training modules (D)</p> Signup and view all the answers

<p>Customer-facing applications (D)</p> Signup and view all the answers

<p>Analytical CRM (C)</p> Signup and view all the answers

<p>More effective marketing (B)</p> Signup and view all the answers

<p>The growth or decline of the firm's customer base (D)</p> Signup and view all the answers

<p>High costs and potential cost overruns (B)</p> Signup and view all the answers

<p>Social networking technologies (C)</p> Signup and view all the answers

<p>Cloud-based solutions (B)</p> Signup and view all the answers

<p>Rigid reporting tools (D)</p> Signup and view all the answers

<p>Data standardization and cleansing (B)</p> Signup and view all the answers

<p>Long development times and cost overruns (C)</p> Signup and view all the answers

<p>Provide firm-wide information to support decision making (C)</p> Signup and view all the answers

<p>Upstream supply chain (B)</p> Signup and view all the answers

<p>A distortion of product demand information as it moves through the supply chain (A)</p> Signup and view all the answers

<p>Just-in-time strategy (A)</p> Signup and view all the answers

<p>To model existing supply chain and enable demand planning (B)</p> Signup and view all the answers

<p>Up to 25 percent (A)</p> Signup and view all the answers

<p>A buffer for lack of flexibility in the supply chain (C)</p> Signup and view all the answers

<p>To manage the flow of products through distribution centers (A)</p> Signup and view all the answers

<p>Manufacturing occurs before customer orders are received. (C)</p> Signup and view all the answers

<p>Improved delivery service to customers. (B)</p> Signup and view all the answers

<p>It enables concurrent supply chain adjustments. (C)</p> Signup and view all the answers

<p>Integrating and analyzing customer data across the organization. (B)</p> Signup and view all the answers

<p>Pull-based models respond to actual customer orders only. (C)</p> Signup and view all the answers

<p>They can represent up to 75 percent of the operating budget. (D)</p> Signup and view all the answers

<p>Increased customer satisfaction and sales. (A)</p> Signup and view all the answers

<p>It allows for immediate adjustments based on customer orders. (D)</p> Signup and view all the answers

<p>Enterprise resource planning systems (A)</p> Signup and view all the answers

<p>By providing immediate data availability across processes (A)</p> Signup and view all the answers

<p>Customer service management (B)</p> Signup and view all the answers

<p>To reflect best practices in various business functions (C)</p> Signup and view all the answers

<p>Select and map the business processes to employ (D)</p> Signup and view all the answers

<p>Data is centralized and accessible throughout the organization (C)</p> Signup and view all the answers

<p>By mapping existing business processes to software processes (A)</p> Signup and view all the answers

<p>They often require significant time and resource investment (A)</p> Signup and view all the answers

A supply chain that involves companies and resources from different countries, making it more complex and challenging due to geographical distance and cultural and legal differences.

A supply chain management approach where production is based on anticipated demand, often leading to excess inventory.

A supply chain management approach where production is triggered by actual customer orders, leading to efficient inventory management.

Managing warehousing, transportation, and logistics processes effectively to move goods efficiently.

A type of supply chain management that leverages the Internet to connect and manage all participants, including suppliers, manufacturers, and distributors.

Customer Relationship Management (CRM) systems are designed to collect, analyze, and manage customer data to enhance customer interactions and improve business outcomes.

A type of supply chain where multiple participants operate concurrently and adjust to changes in real-time, enhancing efficiency and responsiveness.

A supply chain management system that leverages the internet to improve communication, collaboration, and data sharing among all participating businesses.

A network of organizations and processes that encompasses the procurement of materials, transformation of those materials into products, and the distribution of those products.

The part of the supply chain that focuses on acquiring raw materials and components from suppliers.

The part of the supply chain that deals with the distribution of finished goods to customers.

The internal processes within a company that are involved in the supply chain, such as manufacturing, warehousing, and order fulfillment.

A strategy that aims to minimize waste and optimize efficiency by ensuring that materials and components arrive just in time for production or distribution.

A surplus of inventory kept on hand to account for potential delays or uncertainties in the supply chain.

The phenomenon where small fluctuations in demand at the end of the supply chain (e.g., retail) can lead to increasingly larger fluctuations in demand at earlier points in the chain (e.g., raw material suppliers).

Software systems designed to optimize supply chain planning and execution. They help manage demand, optimize production, and ensure efficient delivery.

A comprehensive suite of tools that manages interactions with customers, partners, and employees. It includes modules for sales force automation, customer service, marketing, partner relationship management, and employee relationship management.

A module within CRM that helps organizations manage relationships with their business partners or resellers. It covers activities like lead generation, pricing, promotions, and partner performance evaluation.

A module within CRM that focuses on managing the internal relationships with employees. It includes tools for setting objectives, performance management, compensation, and training.

A core functionality within CRM that helps automate sales processes. It includes tools to manage sales prospects, contacts, and generate sales quotes.

A CRM module that focuses on customer service interactions. It enables assigning and managing service requests, providing self-service capabilities via web interfaces, and resolving customer issues effectively.

A CRM module that manages marketing campaigns and customer data. It includes tools for capturing prospect and customer information, scheduling direct marketing mailings or emails, and cross-selling strategies.

Type of CRM that focuses on customer-facing applications, such as sales force automation, call centers, and marketing automation.

Type of CRM that uses data from Operational CRM systems and customer touch points to analyze customer behavior, identify trends, and predict customer lifetime value.

A collection of integrated software modules and a shared database that collects data from various departments for use in all internal business operations. It ensures that the information entered in one process is immediately available for other processes.

Another name for enterprise systems, referring to comprehensive software planning tools.

Predefined processes within enterprise software that represent industry best practices. They cover a wide range of business functions like finance, human resources, manufacturing, and sales.

The process of configuring enterprise software to match a specific business's needs and processes. It involves customizing the software based on the company's desired functionality.

The process of aligning a business's workflow with the operations of enterprise software by using the software's configuration tables.

A central database used by enterprise systems which efficiently stores and retrieves data from various sources, enabling seamless access and coordination between different departments.

The ability to improve efficiency and streamline processes through the use of enterprise systems, enabling faster decision-making and increased productivity.

The use of enterprise systems to enhance customer relationships by providing personalized services, building loyalty, and creating a close connection with customers.

The percentage of customers who stop using or purchasing products or services from a company.

The business value of CRM Systems can be measured in increased customer satisfaction, reduced marketing costs, more effective marketing, lower customer acquisition & retention costs, and increased sales revenue.

A system that stores and analyzes data from various sources related to customer interactions, providing a comprehensive view of customer behavior.

Challenges faced by enterprise applications include high purchase and implementation costs, long development times, technology changes, business process changes, organizational learning changes, switching costs, dependence on software vendors, and data standardization, management, and cleansing.

Next-generation enterprise applications are more flexible, web-enabled, integrated with other systems, and available for cloud-based use, mobile platforms, and small and medium-sized businesses.

Social CRM involves incorporating social networking technologies into CRM strategies, allowing companies to monitor social media activity, manage social media campaigns, and engage with customers on social platforms.

Business intelligence integrated with enterprise applications provides flexible reporting, ad hoc analysis, 'what-if' scenarios, digital dashboards, data visualization, and AI machine learning.

A case study that explores how Maersk implemented a global shipping management system.