CIS 235 FINAL EXAM STUDY GUIDE. A+ RATED. LATEST 2021.Chapter 11 – CRM
1. What are the 4 phases of Customer Life Cycle? Do you know the order of
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phases?
Marketing- reaching out
Customer Acquisition- leads customers
Relationship Management- customer service
Loss/Churn- losing customers
2. How does CRM work along Customer Lifecycle?
CRM helps companies acquire new customers and to retain and expand
relationships with existing ones
3. What are the CRM components that are used for solicitation/lead tracking and
relationship management?
Sales, marketing, customer service and support, and campaign management
4. What is the fundamental difference between top line and bottom line
initiatives? How does this impact our strategic decision-making regarding CRM
systems and their implementation?
Top line- Revenue generation
Bottom line- Cost management/effectiveness
Impacts strategic decision making in CRM by
5. What is the difference between customer facing and customer touching
applications?
Customer-Facing- customers interact with organization: customer service/support,
sales force automation, marketing, and campaign management
Customer-Touching- customers help themselves: search and comparison, technical
info and services, customized products and services, personalized web pages,
FAQs, email/automated response, loyalty programs
Chapter 11 – SCM
1. What is a supply chain?
The coordinated movement of resources from organizations through conversion
to the end customer
2. What is supply chain management (SCM)?
Tracks inventory and information among business processes and across firms
3. What steps or organization types or typically involved in a supply chain?
4. Why is the term “chain” misleading?
Because it’s more like a network
5. What is Disintermediation in regards to strategic use of SCM?
6. What's the difference between supply-chain profitability and organizational
profitability?
7. What is Just-in-time (JIT), and why do organizations want to implement this
practice?
A method for producing or delivering a product or service just at the time the
customer wants it
Reduces the risk of obsolete stock
8. What are some of the ways IS can improve a supply chain?
Reduce cost of buying and selling, increase supply chain speed, reduce size and
cost of inventories, improve delivery schedule, fix bullwhip effect, do not optimize
supply chain profit
9. What factors affect its performance?
10. What is the “Bullwhip effect”?
Erratic shifts in orders up and down the supply chain if one area places its
interests above those of the chain
11. What are the trade-offs of sharing information with other members of your
supply chain and why is this relevant to the Bullwhip Effect?
1) Your supplier gets a better idea of your stocking needs and can plan
accordingly
2) Through better planning the supplier can lower inventory levels without
having a detrimental impact on the service.
3) This in turn will increase their profitability. The supplier may pass some of
the savings generated to you reducing your costs.
4) You in turn can pass the savings to the customer and attract more
customers increasing your market share.
5) Because the supplier knows exactly what you will need and when, the
service you receive from them will improve
Limits; The supplier now has data about your customer's buying patterns
which they can potentially use in the long run to get to the customer
directly making you redundant.
12. Can you briefly explain the concept of Statistical Control?
13. Can you briefly explain Kanban and why it is important?
Japanese method of using paper cards to signal the need to replenish inventory.
Reduces WIP inventory and contributes to Just-in-Time
Chapter 10 – Enterprise Systems
1. What are Information/Organizational Silos, why do they occur, what kind of
problems can they cause, and how can they be "solved"?
Is the condition that exists when data are isolated in separate information
systems. Problems are that the left hand of the company doesn't know what the
left hand is doing. Enterprise programs can help solve these problems
2. How do we define “transaction”?
3. What are the functions and characteristics of ERP?
Integration of purchasing, human resources, production, sales, and accounting
data into a single system. Real time updates for any transaction that occurs
4. Define ERP and EAI. How does each work, and how do they compare (e.g. why
might you choose one vs. another)?
Enterprise resource planning (ERP)- Pretty much organizes everything such as
accounting, sales, human resources inventory etc into an all in one database.
Enterprise application integration (EAI)- Solves the problems for companies that
don't use an ERP system by allowing companies to use EAI software to send info
between systems and databases
5. What are the benefits vs. challenges of ERP implementations?
Benefits are that it organizes everything and the company can see everything that
is happening. Challenge is that it is very expensive and multi-year projects
6. What are four primary challenges that can inhibit successful adoption of an
Enterprise System and how might they be mitigated? [Show Less]