Exam 8: Enterprise Applications: Business Communications

Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track?

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

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

What is the ability to view all areas up and down the supply chain in real time?

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?

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

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

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?

What provides Web-based self-service tools that streamline and automate the human resource department?

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

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

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

Most organizations manage their relationships with customers by setting ___________ limits.

Back-office operations deal directly with the customer.

A(n)_________ system is a current or existing system that will become the base for upgrading or integrating with a new system.

Collaborative engineering automates order processes from initial customer inquiry to final product delivery.

Which of the below metrics represents the frequency of inventory replacement?

Application integration is the integration of data from multiple sources,which provides a unified view of all data.

Where would you find the customers' customer in a typical supply chain?

What automates each phase of the sales process,helping individual sales representatives coordinate and organize all of their accounts?