Chapter 8

Question 1

. A cross-functional enterprise system that helps a business develop and manage its customer-facing business processes

Answer 1

CRM

Question 2

A cross-functional enterprise system that helps a business integrate and automate many of its internals business processes and information systems

Answer 2

Enterprise resource planning

Question 3

A cross-functional interenterprise system that
helps a business manage its network of relationships and processes with its business partners

Answer 3

Supply chain management

Question 4

Includes contact and account management; sales, marketing, and fulfillment; and customer service and support system

Answer 4

CRM- Application components

Question 5

Includes order management, production planning, accounting, finance, and human resource systems.

Answer 5

ERP- Application components

Question 6

includes demand forecasting, inventory managements, logistics management, and warehouse
management systems.

Answer 6

SCM - Application components

Question 7

Acquiring, enhancing, and retaining profitable relationships with customer

Answer 7

CRM-Business benefits

Question 8

Improvements in the quality, efficiency, cost, and management of internal business processes.

Answer 8

ERP- Business benefits

Question 9

Development of a fast, efficient, and low-cost
network of business partners to get products from concept to market.

Answer 9

SCM-Business benefits

Question 10

Resistance from sales and customer service professionals who are not adequately involved in the development of the system.

Answer 10

CRM-Challenges

Question 11

Failure of order processing and inventory accounting systems that are reengineered to accommodate a new cross-functional system.

Answer 11

ERP-Challenges

Question 12

A lack of adequate demand-planning knowledge,
tools, and guidelines may cause major overproduction and excess inventory

Answer 12

SCM- Challenges

Question 13

Toward Web portals and collaborative systems involving business partners as well as customers to coordinate sales and service across all marketing channels

Answer 13

CRM-Trends

Question 14

Toward more flexible, user-friendly, Web-enabled
software, integrated into e-business software
suites.

Answer 14

ERP-Trends

Question 15

Toward the use of Internet technologies to integrate and enhance collaboration with a company’s
network of business partners.

Answer 15

SCM-Trends

Question 16

An integrated system of software modules for customer relationship management, enterprise resources planning, supply chain management, and other business applications.

Answer 16

E-business suites

Question 17

The automatic exchange of electronic business documents between the networked computers of business partners

Answer 17

Electronic data interchange (

Question 18

A network of business partners, processes, and relationships that supports the design, manufacture, distribution, and sale of a company’s products.

Answer 18

Supply chaiN