This quiz assesses knowledge in Customer Relationship Management (CRM) and Supply Chain Management (SCM), focusing on their importance, technologies, and integration within businesses. It is designed to enhance understanding of systems that improve organizational efficiency and customer satisfaction.
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Since organizations have not been successful in implementing Supply Chain Management systems, they have turned their resources towards CRM
CRM has proven to increase customer loyalty and retention and an organization's profitability
It is easy for an organization to steal their competitors loyal and devoted customers, therefore organizations need a viable process for targeting competitor's customers
Without CRM it is impossible to effectively manage or cross-sell products to customers
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Sales, Marketing, Customer Service
Accounting and Finance, Production and Materials Management, and Human Resources
Forecasting
ECommerce
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The analysis and redesign of workflow within and between enterprises
A standardized set of activities that accomplish a specific task, such as processing a customer's order
The integration all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise wide information on all business operations
Managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention, as well as an organization's profitability
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Sales, Marketing, Customer Service
Accounting, Finance Logistics, and Production
Customers, Retailer (resellers), Partners, Suppliers, Manufacturers and Distributors
All of the above
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Integration
Intelligence
Data interchange
Supply Chain Management
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Information
Employees
Customers
A Database
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Sales forecasts, sales strategies, and marketing campaigns
Market demand, resource and capacity constraints, and real-time scheduling
Forecasting, planning, purchasing, material management, warehousing, inventory management, and distribution
All of the above
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ERP Systems provide a foundation for collaboration and consistency between departments
At the core of an ERP system is a Database
ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization’s performance
There is little complexity associated with an ERP system as it relates to planning, implementing and training.
The three most common core ERP components that focus on internal operations are Accounting and Finance, Production and Materials Management, and Human Resources
Business Intelligence, eBusiness and Customer Relationship Management are typical extended ERP components.
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Enterprise systems
Enterprise application integration
Middleware
Extended ERP
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Enterprise
Planning
Resource
All of the above
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Contact center
Web-based self-service
Call scripting
Website personalization
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