Exam 8: Enterprise Applications: Business Communications

Collaborative ___________ planning helps organizations reduce their investment in inventory, while improving customer satisfaction through product availability.

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

What is interactive voice response (IVR)?

What accesses organizational databases that track similar issues or questions and automatically generates the details to the CSR, who can then relay them to the customer?

Business intelligence is both a core and extended ERP component.

Which of the following is not a current CRM trend?

_____________ ERP components are the traditional components included in most ERP systems and they primarily focus on internal operations.

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

A contact center (or call center) is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints.A contact center is one of the best assets a customer-driven organization can have.Why?

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Which of the following is not one of the three phases in the evolution of CRM?

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

What increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events?

Which industries will want to keep using CRM as a major strategic focus in the future?

What can analytical CRM modeling tools discover?

Why is CRM one of the most valuable assets a company can acquire?

Which of the following is not one of the three main links in the supply chain?

From the following list, which component would include a credit-management feature?

Which component can help an organization determine such things as the identification of individuals who are likely to leave the company unless additional compensation or benefits are provided?

Contact center, web-based self-service, and __________ scripting are the three primary operational CRM technologies used in the customer service department.