Question 1

What takes information entered into a given system and sends it automatically to all downstream 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 2

Which of the following questions represents a CRM reporting technology example?

Accepted Answer

A) Why did sales not meet forecasts? 
B) What customers are at risk of leaving? 
C) What is the total revenue by customer? 
D) All of these 
A) Why did sales not meet forecasts? 
B) What customers are at risk of leaving? 
C) What is the total revenue by customer? 
D) All of these

Question 3

Human resource components have the ability to identify employees who are likely to ________ the company.

Accepted Answer

The answer of Human resource components have the ability to...

Question 4

Where would you find the suppliers' suppler 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 5

Which of the following is a common marketing CRM metric?

Accepted Answer

A) Number of new prospective customers 
B) Average number of service calls per day 
C) Average time to resolution 
D) Cost per interaction by marketing campaign 
A) Number of new prospective customers 
B) Average number of service calls per day 
C) Average time to resolution 
D) Cost per interaction by marketing campaign

Question 6

Which of the following questions represents a CRM analyzing technology question?

Accepted Answer

A) Why did sales not meet forecasts? 
B) What customers are at risk of leaving? 
C) What is the total revenue by customer? 
D) All of these 
A) Why did sales not meet forecasts? 
B) What customers are at risk of leaving? 
C) What is the total revenue by customer? 
D) All of these

Question 7

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection.

Accepted Answer

The answer of ___________ relationship management focuses on keeping suppliers...

Question 8

What is an organization performing when it asks questions such as, "Why was customer revenue so high"?

Accepted Answer

A) CRM reporting technologies 
B) CRM analyzing technologies 
C) CRM processing technologies 
D) CRM predicting technologies 
A) CRM reporting technologies 
B) CRM analyzing technologies 
C) CRM processing technologies 
D) CRM predicting technologies

Question 9

Which activities do production and materials management components perform?

Accepted Answer

A) Track employee information including payroll, benefits, compensation, and performance assessment, and assume compliance with the legal requirements of multiple jurisdictions and tax authorities. 
B) Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control. 
C) Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management. 
D) None of these 
A) Track employee information including payroll, benefits, compensation, and performance assessment, and assume compliance with the legal requirements of multiple jurisdictions and tax authorities. 
B) Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control. 
C) Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management. 
D) None of these

Question 10

What is McDonald's performing when it asks its customers if they would like to super-size their meals?

Accepted Answer

A) Campaign management 
B) Cross-selling 
C) Up-selling 
D) Down-selling 
A) Campaign management 
B) Cross-selling 
C) Up-selling 
D) Down-selling

Question 11

What targets sales opportunities by finding new customers or companies for future sales?

Accepted Answer

A) Sales management system 
B) Contact management system 
C) Opportunity management system 
D) Sales force automation system 
A) Sales management system 
B) Contact management system 
C) Opportunity management system 
D) Sales force automation system

Question 12

Which of the following generates demand forecasts using statistical tools and forecasting techniques?

Accepted Answer

A) Bullwhip effect 
B) Demand planning system 
C) Supply chain visibility 
D) Supply chain execution system 
A) Bullwhip effect 
B) Demand planning system 
C) Supply chain visibility 
D) Supply chain execution system

Question 13

What maintains customer contact information and identifies prospective customers for future sales?

Accepted Answer

A) Sales management CRM system 
B) Contact management CRM system 
C) Opportunity management CRM system 
D) Sales force automation CRM system 
A) Sales management CRM system 
B) Contact management CRM system 
C) Opportunity management CRM system 
D) Sales force automation CRM system

Question 14

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Accepted Answer

The answer of _________ management systems maintain customer contact information...

Question 15

Accounting and finance components manage accounting data and ______________ processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.

Accepted Answer

The answer of Accounting and finance components manage accounting data...

Question 16

What helps an organization identify its customers across applications?

Accepted Answer

A) CRM reporting technologies 
B) CRM analyzing technologies 
C) CRM processing technologies 
D) CRM predicting technologies 
A) CRM reporting technologies 
B) CRM analyzing technologies 
C) CRM processing technologies 
D) CRM predicting technologies

Question 17

Which of the following will help an organization maintain consistent business operations?

Accepted Answer

A) Marketing, sales, and accounting departments decide to use the same vendor for a new system. 
B) Sales decides to implement a new system without considering other departments. 
C) A new office policy states that all managers can implement their own policies for purchasing supplies and materials. 
D) Marketing decides to save customer's email addresses in the marketing system, even though other organizational systems do not have this capability. 
A) Marketing, sales, and accounting departments decide to use the same vendor for a new system. 
B) Sales decides to implement a new system without considering other departments. 
C) A new office policy states that all managers can implement their own policies for purchasing supplies and materials. 
D) Marketing decides to save customer's email addresses in the marketing system, even though other organizational systems do not have this capability.

Question 18

What is predictive dialing?

Accepted Answer

A) It automatically dials outbound calls; when someone answers, the call is forwarded to an available agent. 
B) It directs customers to use touch-tone phones or keywords to navigate or provide information. 
C) A phone switch routes inbound calls to available agents. 
D) None of these 
A) It automatically dials outbound calls; when someone answers, the call is forwarded to an available agent. 
B) It directs customers to use touch-tone phones or keywords to navigate or provide information. 
C) A phone switch routes inbound calls to available agents. 
D) None of these

Question 19

___________ management systems guide users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

Accepted Answer

The answer of ___________ management systems guide users through marketing...

Question 20

Which of the following is a common customer service CRM metric?

Accepted Answer

A) Number of new prospective customers 
B) Number of marketing campaigns 
C) Average time to resolution 
D) Revenue generated by marketing campaigns 
A) Number of new prospective customers 
B) Number of marketing campaigns 
C) Average time to resolution 
D) Revenue generated by marketing campaigns

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

Which of the following questions represents a CRM reporting technology example?

Human resource components have the ability to identify employees who are likely to ________ the company.

Where would you find the suppliers' suppler in a typical supply chain?

Which of the following is a common marketing CRM metric?

Which of the following questions represents a CRM analyzing technology question?

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection.

What is an organization performing when it asks questions such as, "Why was customer revenue so high"?

Which activities do production and materials management components perform?

What is McDonald's performing when it asks its customers if they would like to super-size their meals?

What targets sales opportunities by finding new customers or companies for future sales?

Which of the following generates demand forecasts using statistical tools and forecasting techniques?

What maintains customer contact information and identifies prospective customers for future sales?

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Accounting and finance components manage accounting data and ______________ processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.

What helps an organization identify its customers across applications?

Which of the following will help an organization maintain consistent business operations?

What is predictive dialing?

___________ management systems guide users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

Which of the following is a common customer service CRM metric?

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

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

Which of the following questions represents a CRM reporting technology example?

Human resource components have the ability to identify employees who are likely to ________ the company.

Where would you find the suppliers' suppler in a typical supply chain?

Which of the following is a common marketing CRM metric?

Which of the following questions represents a CRM analyzing technology question?

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection.

What is an organization performing when it asks questions such as, "Why was customer revenue so high"?

Which activities do production and materials management components perform?

What is McDonald's performing when it asks its customers if they would like to super-size their meals?

What targets sales opportunities by finding new customers or companies for future sales?

Which of the following generates demand forecasts using statistical tools and forecasting techniques?

What maintains customer contact information and identifies prospective customers for future sales?

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Accounting and finance components manage accounting data and ______________ processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.

What helps an organization identify its customers across applications?

Which of the following will help an organization maintain consistent business operations?

What is predictive dialing?

___________ management systems guide users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

Which of the following is a common customer service CRM metric?

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