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Unformatted text preview: BUS 410, Home Work, Chapter 9, 10 Name___________________________________ MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question. 1) A suite of integrated software modules for finance and accounting, human resources, manufacturing and production, and sales and marketing that allows data to be used by multiple functions and business processes best describes 1) A) process management software. B) ERP systems. C) groupware. D) application software. 2) Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes ________ applications. 2) A) operational CRM B) analytical CRM C) SCM D) SFA 3) Customer relationship management systems typically provide software and online tools for sales, customer service, and 3) A) marketing. B) account management. C) advertising. D) public relations. 4) Which of the following would NOT be considered a contact point? 4) A) e- mail B) Web site C) intranet D) retail store 5) A third- party Net marketplace that connects many buyers and suppliers for spot purchasing is called a(n) 5) A) exchange. B) vertical market. C) private exchange. D) e- hub. 6) The process of sourcing goods and materials, negotiating with suppliers, paying for goods, and making delivery arrangements is called 6) A) procurement. B) e- procurement. C) supply chain management. D) electronic commerce. 7) The measurement of the number of customers who stop using or purchasing products or services from a company is called 7) A) switching costs. B) churn rate. C) CLTV. D) switch rate. 8) Analyzing sales representative and customer service representative productivity is an example of 8) A) CLTV. B) analytical CRM. C) operational CRM. D) demand planning. 9) A supply chain driven by actual customer orders or purchases follows a ________ model. 9) A) pull- based model B) build- to- stock C) push- based D) replenishment- driven 1 10) Which of the following is NOT true about enterprise systems? 10) A) Enterprise systems help firms respond rapidly to customer requests for information or products....
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- Spring '11
- Supply Chain Management, Customer relationship management, Operational CRM