SCM final exam

sales territory management system

system allows sales managers to obtain current information and reporting capabilities regarding each salesperson activities on each customers account

Customer churn

Companies work very hard to reduce the number of customers who don’t return

true

t/f Customer lifetime value is calculated as the net present value of an annuity.

allowing customers to opt-in and out of mailing lists

Firms can safeguard customer information by (1)

allowing customers to access accounts online to view personal info

Firms can safeguard customer information by (2)

false

t/f A country that imposes high tariffs encourages foreign-based companies to import goods.

Foreign Trade Zone

A firm wanting to import items duty free and then use the component for local production of a product that is then exported would most likely utilize a

false

t/f Association of Indian Markets (AIM) is real

true

t/f High tariffs encourage multinational corporations to set up factories to produce locally.

Level demand strategy

A basic strategy for managing capacity when the firm utilizes a constant amount of capacity regardless of demand variations is:

false

t/f According to the text, good queue management consists of managing only what the customer perceives to be as the waiting time.

Reneged

A customer who enters the waiting line but leaves the system prior to receiving service is said to have

false

t/f A self-service buffet restaurant layout would be designed to keep customers there over long time periods.

true

Internal process integration between departments is considered the necessary foundation for successful external integration between trading partners.

true

t/f As a firm integrates processes among second- and third-tier suppliers and customers, trading partner numbers increase dramatically, which can greatly complicate integration efforts.

false

t/f The order fulfillment process relies on forecasting and techniques used to smooth demand variabilities when disparities exist between demand and supply.

false

t/f Passive RFID Tags are more expensive than active RFID tags, which have been used for healthcare and military applications.

true

t/f . In general, performance measurement systems vary substantially from company to company.

true

t/f Supply chain strategies must consider the trade-offs between the cost, quality, sustainability, and service requirements.

false

t/f The Balanced Scorecard framework consists of four perspectives: financial perspective, human resources perspective, inventory perspective, and the logistics perspective.

Audit their capabilities to see if they are consistent with the needs of the end customers

Once the supply chain partner requirements are understood, supply chain members can then:

\n Customer Relationship Management

What does CRM Stand For?

Retain existing customers

Is it more cost effective to: Acquire new customers

\n or Retain existing customers

25

how many times more expensive is it to acquire a new customer

crm

focusing on customer requirements, then delivering products and services in a manner resulting in customer satisfaction

crm

refers to auto transaction and comm apps

crm

building and maintaining profitable, long-term customer relationships

cultural change

successful crm programs require

segmenting customers

grouping customers to create specialized communications about products

target marketing efforts

addressing specific customer segments avoids becoming a nuisance to other customers

relationship marketing

customers select the type and time of communication

permission marketing

also known as relationship marketing

relationship marketing

mobile marketing, qr codes and digital marketing are examples of what

cross selling

additional products are sold as the result of an initial purchase

cross selling

if successful, what is perceived as individualized attention

predicting customer behaviors

firms forecast likelihood of customers future purchases

customer defection analysis

finding methods to retain customers

churn reduction

reducing customer defections

customer value determination

calculating the customer lifetime value for firms

event based marketing

offer the right products and services to customers at the right time

sales for automation

sfa

sales force automation

used for documenting field activities, communications with the home office and retrieving sales history

sales activity management

tool offering sales reps a guided sequence of sales activities

sales territory management

sales managers obtain info of each sales reps activities

lead management

sales reps can follow prescribed tactices when dealing with prospects to aid closing deal

knowledge management system

kms

knowledge management system

enables quick decision making, better customer service and a better equipped and happy sales staff

true

t/f performance measures are often designed around satisfying the seven rs

perfect order

when all seven rs are satisfied

no

do website surveys ask the proper questions? yes or no

creating the crm plan

step 1 of crm

involve crm users from outset

step 2 of crm

select right app and provider

step 3 of crm

integrating existing crm apps

step 4 of crm

establish performance measures

step 5 of crm

train crm users

step 6 of crm

Target Marketing

You work for a company that segments customers by demographic information, and then markets specifically to those customers who are located in the Los Angeles area. This is an example of:

Segmenting Customers

Which of the following is one of the most basic and important activities of CRM?

long-term impact

Facility location has **____**on the supply chain

industry clusters

show that innovation and competition are geographically concentrated

global location strategies

gls

global location

decisions should optimize the performance of the supply chain and be consisitent with the firms competitive strategy

hub, spoke

firms competing on speed of delivery use the _______ __and__ _________ approach to determine location

Server factory

) According to the text, which of the following would be an example of Coca-Cola’s international bottling plants, each serving a small geographic region?

regional trade agreements

rta

world trade organization

wto

world trade organization

only global organization which deals with the rules of trade between nations

164

how many members are in wto

competiveness of nations

measure of a countrys advantage or disadvantage in selling its products in international markets

world competitiveness yearbook and global competitiveness report

two competing sources for national competitiveness

foreign trade zones

where materials are imported duty free as inputs to production

business clusters

geographic concentrations of interconnected companies in a particular field

business clusters

research parks and special economic zones serve as magnets for

sustainable development

meets needs of present without compromising future generations to meet their own needs

resource efficiency and technology innovation

keys to reducing cost and increasing competitiveness

green development

prioritizes environmental sustainability over economic and cultural considerations

additive manufacturing

process of making 3d solid objects form a digital file

3d printing

also known as additive manufacturing

Proximity to markets

Choosing to manufacture in China to sell to Chinese customers would likely involve which location decision consideration?

\n Service capacity, waiting times, distribution channels and service quality

The four primary activities of concern in service response logistics are the management of:

pure services

offering few or no tangible products to customers

true

t/f customers are often involved in the production of the service

true

t/f developed countries are becoming more service oriented

baumols disease

productivity growth in services is low in service oriented economies

walmart effect

booming growth in IT allowed big box retailers to realize large productivity growth rates

cost leadership strategy

requires large capital investment

cost leadership strategy

significant efforts to control and reduce costs

differentiation strategy

unique service is created as companies listen to customers

focus strategy

serve a narrow niche or target market

customer centric

front of the house staff tend to be

back of the house

staffe generally do not contact customers

walk through service audits

identify service system problems or areas for improvement

location strategies

have significant impact on customer visits and long term profitability on company

office layout

strategies tend to be departmentalized where specialists share resources

distance traveled

departmental layouts reduce what

call centers

offer customers opportunities for service quality assessments

service response logistics

srl

service response logistics

management and coordination of the organizations service activities

service capacity

number of customers per day the firms service system is designed to serve

75%

what percent should optimal capacity utilization be