Chapter 9 T/F

Firms can use social networking sires to improve their efficiency in customer service.
True
PRM provides a firms and its distributors trade information and distributes leads about customers.
True
Enterprise systems are strictly internally oriented; other types of enterprise applications must be used for communicating with customers and suppliers.
False
The upstream portion of the supply chain consists of the organizations and processes for distributing and delivering products to the final customers.
False
Supply chain inefficiencies can waste as much as 25 percent of a company’s operating costs.
True
Safety stock acts as an inexpensive buffer for the lack of flexibility in the supply chain.
False
The bullwhip effect is the distortion of information about the demand for a product as it passes from one entity to the next across the supply chain.
True
Supply chain execution systems enable the firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product.
False
In the pre-Internet environment, supply chain coordination was hampered by the difficulties of making information flow smoothly among different internal supply chain processes.
True
Inefficiencies in a supply chain are primarily caused bu inaccurate information
True
In a push-based model of SCM systems, actual customer orders or purchases trigger events in the supply chain.
False
In a pull-based model of SCM systems, production master schedules are based on forecasts of demand for products.
False
Dell Inc. is an example of a push-based model.
False
Total supply chain costs represent the majority of operating expense for many businesses and in some industries approach 75 percent of the total operating budget.
True
All CRM packages contain modules for PRM and ERM.
False
Major CRM application software vendors include Oracle and SAP
True
Cross-selling is the marketing of complementary products to customers.
True
CRM software can help organizations identify high=value customers for preferential treatments.
True
Analytical CRM uses tools to analyze customer data collected from the firm’s customer touch points and from other sources.
True
Enterprise systems require fundamental chances in a way the business operates.
True