Question 1

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Accepted Answer

A) True 
 B)False

Question 2

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Accepted Answer

A) Operational CRM 
B) Analytical CRM 
C) Website personalization 
D) All of these 
A) Operational CRM 
B) Analytical CRM 
C) Website personalization 
D) All of these

Question 3

Back-office operations deal directly with the customer.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is a common sales CRM metric?

Accepted Answer

A) Number of new customers 
B) Number of marketing campaigns 
C) Average time to resolution 
D) Cost per interaction by marketing campaign 
A) Number of new customers 
B) Number of marketing campaigns 
C) Average time to resolution 
D) Cost per interaction by marketing campaign

Question 5

Which of the following can a customer use to contact an organization?

Accepted Answer

A) Telephone 
B) Email 
C) Web access 
D) All of these 
A) Telephone 
B) Email 
C) Web access 
D) All of these

Question 6

Human resource components track ___________ information, including payroll, benefits, compensation, and performance assessment and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities.

Accepted Answer

The answer of Human resource components track ___________ information, including...

Question 7

Business intelligence, customer relationship management, supply chain management, and __________ are the four most common extended ERP components.

Accepted Answer

The answer of Business intelligence, customer relationship management, supply chain...

Question 8

Accounting, finance, logistics, and production are the primary users of ___________ systems.

Accepted Answer

The answer of Accounting, finance, logistics, and production are the...

Question 9

When a user enters or updates information in one ERP module, it is immediately and automatically updated throughout the entire system.

Accepted Answer

A) True 
 B)False

Question 10

Where would you find the manufacturer and distributor in a typical supply chain?

Accepted Answer

A) Upstream 
B) Downstream 
C) In the middle 
D) Not on the supply chain 
A) Upstream 
B) Downstream 
C) In the middle 
D) Not on the supply chain

Question 11

What can effective and efficient supply chain management systems enable an organization to accomplish?

Accepted Answer

A) Increase the power of its buyers 
B) Increase its supplier power 
C) Increase switching costs to increase the threat of substitute products or services 
D) All of these 
A) Increase the power of its buyers 
B) Increase its supplier power 
C) Increase switching costs to increase the threat of substitute products or services 
D) All of these

Question 12

What takes information entered into a given system and sends it automatically to all upstream systems and processes?

Accepted Answer

A) Forward integration 
B) Forward data interchange 
C) Backward integration 
D) Backward data interchange 
A) Forward integration 
B) Forward data interchange 
C) Backward integration 
D) Backward data interchange

Question 13

Enterprise _____________ integration connects the plans, methods, and tools aimed at integrating separate enterprise systems.

Accepted Answer

The answer of Enterprise _____________ integration connects the plans, methods,...

Question 14

_________ integration takes information entered into a given system and sends it automatically to all downstream systems and processes.

Accepted Answer

The answer of _________ integration takes information entered into a...

Question 15

____________ ERP components are the extra components that meet the organizational needs not covered by the core components and primarily focus on external operations.

Accepted Answer

The answer of ____________ ERP components are the extra components...

Question 16

_________ management systems target sales opportunities by finding new customers or companies for future sales.

Accepted Answer

The answer of _________ management systems target sales opportunities by...

Question 17

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects?

Accepted Answer

A) Supplier relationship management 
B) Partner relationship management 
C) Employee relationship management 
D) None of these 
A) Supplier relationship management 
B) Partner relationship management 
C) Employee relationship management 
D) None of these

Question 18

A (An) _________ allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems.

Accepted Answer

The answer of A (An) _________ allows separate systems to...

Question 19

Which of the following operational CRM technologies does the marketing department typically use?

Accepted Answer

A) Contact center, web-based self-service, call scripting 
B) Contact center, cross-selling and up-selling, web-based self-service 
C) List generator, opportunity management, cross-selling and up-selling 
D) List generator, campaign management, cross-selling and up-selling 
A) Contact center, web-based self-service, call scripting 
B) Contact center, cross-selling and up-selling, web-based self-service 
C) List generator, opportunity management, cross-selling and up-selling 
D) List generator, campaign management, cross-selling and up-selling

Question 20

Which of the following describes an ERP system?

Accepted Answer

A) ERP systems provide a foundation for collaboration among departments. 
B) ERP systems enable people in different business areas to communicate. 
C) ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization's performance. 
D) All of these. 
A) ERP systems provide a foundation for collaboration among departments. 
B) ERP systems enable people in different business areas to communicate. 
C) ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization's performance. 
D) All of these.

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Back-office operations deal directly with the customer.

Which of the following is a common sales CRM metric?

Which of the following can a customer use to contact an organization?

Human resource components track ___________ information, including payroll, benefits, compensation, and performance assessment and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities.

Business intelligence, customer relationship management, supply chain management, and __________ are the four most common extended ERP components.

Accounting, finance, logistics, and production are the primary users of ___________ systems.

When a user enters or updates information in one ERP module, it is immediately and automatically updated throughout the entire system.

Where would you find the manufacturer and distributor in a typical supply chain?

What can effective and efficient supply chain management systems enable an organization to accomplish?

What takes information entered into a given system and sends it automatically to all upstream systems and processes?

Enterprise _____________ integration connects the plans, methods, and tools aimed at integrating separate enterprise systems.

_________ integration takes information entered into a given system and sends it automatically to all downstream systems and processes.

____________ ERP components are the extra components that meet the organizational needs not covered by the core components and primarily focus on external operations.

_________ management systems target sales opportunities by finding new customers or companies for future sales.

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects?

A (An) _________ allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems.

Which of the following operational CRM technologies does the marketing department typically use?

Which of the following describes an ERP system?

Management Information Systems: Business Driven MIS

Decision and Processes: Value Driven Business

Ebusiness: Electronic Business Value

Ethics and Information Security: MIS Business Concerns

Infrastructure: Sustainable Technologies

Data: Business Intelligence

Networks: Mobile Business

Systems Development and Project Management: Corporate Responsibility

Hardware and Software

Networks and Telecommunications

Designing Databases

Filters

Exam 8: Enterprise Applications: Business Communications

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Back-office operations deal directly with the customer.

Which of the following is a common sales CRM metric?

Which of the following can a customer use to contact an organization?

Human resource components track ___________ information, including payroll, benefits, compensation, and performance assessment and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities.

Business intelligence, customer relationship management, supply chain management, and __________ are the four most common extended ERP components.

Accounting, finance, logistics, and production are the primary users of ___________ systems.

When a user enters or updates information in one ERP module, it is immediately and automatically updated throughout the entire system.

Where would you find the manufacturer and distributor in a typical supply chain?

What can effective and efficient supply chain management systems enable an organization to accomplish?

What takes information entered into a given system and sends it automatically to all upstream systems and processes?

Enterprise _____________ integration connects the plans, methods, and tools aimed at integrating separate enterprise systems.

_________ integration takes information entered into a given system and sends it automatically to all downstream systems and processes.

____________ ERP components are the extra components that meet the organizational needs not covered by the core components and primarily focus on external operations.

_________ management systems target sales opportunities by finding new customers or companies for future sales.

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects?

A (An) _________ allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems.

Which of the following operational CRM technologies does the marketing department typically use?

Which of the following describes an ERP system?

Management Information Systems: Business Driven MIS

Decision and Processes: Value Driven Business

Ebusiness: Electronic Business Value

Ethics and Information Security: MIS Business Concerns

Infrastructure: Sustainable Technologies

Data: Business Intelligence

Networks: Mobile Business

Systems Development and Project Management: Corporate Responsibility

Hardware and Software

Networks and Telecommunications

Designing Databases

Filters