Question 1

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

Accepted Answer

A) Reporting 
B) Analyzing 
C) Processing 
D) Predicting 
A) Reporting 
B) Analyzing 
C) Processing 
D) Predicting

Question 2

___________ systems provide enterprisewide support and data access for a firm's operations and business processes.

Accepted Answer

The answer of ___________ systems provide enterprisewide support and data...

Question 3

Eintegration is the use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources.

Accepted Answer

A) True 
 B)False

Question 4

Which activities do human resource components perform?

Accepted Answer

A) Track employee information including payroll,benefits,compensation,performance assessment,and assumes 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 the above 
A) Track employee information including payroll,benefits,compensation,performance assessment,and assumes 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 the above

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 the above 
A) Telephone 
B) Email 
C) Web access 
D) All of the above

Question 6

__________ management systems automate each phase of the sales process,helping individual sales representatives coordinate and organization all of their accounts.

Accepted Answer

The answer of __________ management systems automate each phase of...

Question 7

In the past,departments made decisions independent of each other.

Accepted Answer

A) True 
 B)False

Question 8

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 9

What is the primary difference between contact management and opportunity management?

Accepted Answer

A) Contact management deals with new customers,opportunity management deals with existing customers 
B) Contact management deals with existing customers,opportunity management deals with existing customers 
C) Contact management deals with new customers,opportunity management deals with new customers 
D) Contact management deals with existing customers,opportunity management deals with new customers 
A) Contact management deals with new customers,opportunity management deals with existing customers 
B) Contact management deals with existing customers,opportunity management deals with existing customers 
C) Contact management deals with new customers,opportunity management deals with new customers 
D) Contact management deals with existing customers,opportunity management deals with new customers

Question 10

Enterprise resource planning (ERP)integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems)so employees can make decisions by viewing enterprisewide information about all business operations.

Accepted Answer

A) True 
 B)False

Question 11

Production and materials management components handle the various aspects of production planning and execution such as __________ forecasting,production scheduling,job cost accounting,and quality control.

Accepted Answer

The answer of Production and materials management components handle the...

Question 12

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

Accepted Answer

A) Plan 
B) Source 
C) Deliver 
D) Return 
A) Plan 
B) Source 
C) Deliver 
D) Return

Question 13

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 14

List ____________ compile customer information from a variety of sources and segment the information for different marketing campaigns.

Accepted Answer

The answer of List ____________ compile customer information from a...

Question 15

Which of the following represents sales force automation?

Accepted Answer

A) Helping an organization identify its customers across applications 
B) Selling additional products or services to a customer 
C) A system that automatically tracks all of the steps in the sales process 
D) Selling larger products or services to a customer 
A) Helping an organization identify its customers across applications 
B) Selling additional products or services to a customer 
C) A system that automatically tracks all of the steps in the sales process 
D) Selling larger products or services to a customer

Question 16

CRM predicting technologies help organizations identify their customers across other applications.

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is not a current CRM trend?

Accepted Answer

A) Partner relationship management 
B) Supplier relationship management 
C) Employee relationship management 
D) Distributor relationship management 
A) Partner relationship management 
B) Supplier relationship management 
C) Employee relationship management 
D) Distributor relationship management

Question 19

What occurs when a website knows 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 the above 
A) Operational CRM 
B) Analytical CRM 
C) Website personalization 
D) All of the above

Question 20

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

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

___________ systems provide enterprisewide support and data access for a firm's operations and business processes.

Eintegration is the use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources.

Which activities do human resource components perform?

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

__________ management systems automate each phase of the sales process,helping individual sales representatives coordinate and organization all of their accounts.

In the past,departments made decisions independent of each other.

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

What is the primary difference between contact management and opportunity management?

Enterprise resource planning (ERP)integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems)so employees can make decisions by viewing enterprisewide information about all business operations.

Production and materials management components handle the various aspects of production planning and execution such as __________ forecasting,production scheduling,job cost accounting,and quality control.

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

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

List ____________ compile customer information from a variety of sources and segment the information for different marketing campaigns.

Which of the following represents sales force automation?

CRM predicting technologies help organizations identify their customers across other applications.

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

Which of the following is not a current CRM trend?

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

Which of the following is a common marketing CRM metric?

Management Information Systems: Business Driven MIS

Decisions and Processes: Value Driven Business

Ebusiness: Electronic Business Value

Ethics and Information Security: Mis Business Concerns

Infrastructures: Sustainable Technologies

Data: Business Intelligence

Networks: Mobile Business

Systems Development and Project Management: Corporate Responsibility

Hardware and Software Basics

Networks and Telecommunications

Designing Databases

Filters

Exam 8: Enterprise Applications: Business Communications

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

___________ systems provide enterprisewide support and data access for a firm's operations and business processes.

Eintegration is the use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources.

Which activities do human resource components perform?

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

__________ management systems automate each phase of the sales process,helping individual sales representatives coordinate and organization all of their accounts.

In the past,departments made decisions independent of each other.

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

What is the primary difference between contact management and opportunity management?

Enterprise resource planning (ERP)integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems)so employees can make decisions by viewing enterprisewide information about all business operations.

Production and materials management components handle the various aspects of production planning and execution such as __________ forecasting,production scheduling,job cost accounting,and quality control.

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

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

List ____________ compile customer information from a variety of sources and segment the information for different marketing campaigns.

Which of the following represents sales force automation?

CRM predicting technologies help organizations identify their customers across other applications.

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

Which of the following is not a current CRM trend?

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

Which of the following is a common marketing CRM metric?

Management Information Systems: Business Driven MIS

Decisions and Processes: Value Driven Business

Ebusiness: Electronic Business Value

Ethics and Information Security: Mis Business Concerns

Infrastructures: Sustainable Technologies

Data: Business Intelligence

Networks: Mobile Business

Systems Development and Project Management: Corporate Responsibility

Hardware and Software Basics

Networks and Telecommunications

Designing Databases

Filters