Question 1

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

Accepted Answer

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

Question 2

____________ 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

Extended

Question 3

What helps organizations reduce inventory investments,while improving customer satisfaction?

Accepted Answer

A) Supply chain event management 
B) Selling chain management 
C) Collaborative engineering 
D) Collaborative demand planning 
A) Supply chain event management 
B) Selling chain management 
C) Collaborative engineering 
D) Collaborative demand planning D

Question 4

What is enterprise resource planning?

Accepted Answer

A) The analysis and redesign of workflow within and between enterprises 
B) A standardized set of activities that accomplish as specific task,such as processing a customer's order 
C) Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprisewide information on all business operations 
D) Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability 
A) The analysis and redesign of workflow within and between enterprises 
B) A standardized set of activities that accomplish as specific task,such as processing a customer's order 
C) Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprisewide information on all business operations 
D) Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability

Question 5

Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace?

Accepted Answer

A) Accounting 
B) CRM 
C) Sales 
D) Human resources 
A) Accounting 
B) CRM 
C) Sales 
D) Human resources

Question 6

Which of the following is not a valid way that a CRM system can collect information?

Accepted Answer

A) Accounting system 
B) Order fulfillment system 
C) Inventory system 
D) Customer's personal computer 
A) Accounting system 
B) Order fulfillment system 
C) Inventory system 
D) Customer's personal computer

Question 7

Customer service and support (CSS)is a part of operational CRM that automates service requests,complaints,product returns,and information requests.

Accepted Answer

A) True 
 B)False

Question 8

Which component is a credit-management feature typically included in?

Accepted Answer

A) Accounting and finance components 
B) Production and managerial management components 
C) Human resource components 
D) Production and materials management components 
A) Accounting and finance components 
B) Production and managerial management components 
C) Human resource components 
D) Production and materials management components

Question 9

McDonald's is ____________ selling when it asks their customers if they would like to super-size their meals.

Accepted Answer

The answer of McDonald's is ____________ selling when it asks...

Question 10

What is at the heart of any ERP system?

Accepted Answer

A) Information 
B) Employees 
C) Customers 
D) Database 
A) Information 
B) Employees 
C) Customers 
D) Database

Question 11

Which application's primary business benefits include market demand,resource and capacity constraints,and real-time scheduling?

Accepted Answer

A) CRM 
B) SCM 
C) ERP 
D) All of the above 
A) CRM 
B) SCM 
C) ERP 
D) All of the above

Question 12

Which of the following occurs when everyone involved in sourcing,producing,and delivering the company's product works with the same information?

Accepted Answer

A) Eliminates redundancies 
B) Cuts down wasted time 
C) Removes misinformation 
D) All of the above 
A) Eliminates redundancies 
B) Cuts down wasted time 
C) Removes misinformation 
D) All of the above

Question 13

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 14

CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

Accepted Answer

A) True 
 B)False

Question 15

Materials flow from suppliers and their _______________ suppliers at all levels.

Accepted Answer

The answer of Materials flow from suppliers and their _______________...

Question 16

Human resource component is one of the three most common _________ ERP components.

Accepted Answer

The answer of Human resource component is one of the...

Question 17

_________ relationship management focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel.

Accepted Answer

The answer of _________ relationship management focuses on keeping vendors...

Question 18

What are two of the primary features of ebusiness components?

Accepted Answer

A) Eprocurement 
B) Elogistics 
C) Eprocurement and elogistics 
D) None of the above 
A) Eprocurement 
B) Elogistics 
C) Eprocurement and elogistics 
D) None of the above

Question 19

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 20

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 the above 
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 the above

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

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

What helps organizations reduce inventory investments,while improving customer satisfaction?

What is enterprise resource planning?

Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace?

Which of the following is not a valid way that a CRM system can collect information?

Customer service and support (CSS)is a part of operational CRM that automates service requests,complaints,product returns,and information requests.

Which component is a credit-management feature typically included in?

McDonald's is ____________ selling when it asks their customers if they would like to super-size their meals.

What is at the heart of any ERP system?

Which application's primary business benefits include market demand,resource and capacity constraints,and real-time scheduling?

Which of the following occurs when everyone involved in sourcing,producing,and delivering the company's product works with the same information?

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

CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

Materials flow from suppliers and their _______________ suppliers at all levels.

Human resource component is one of the three most common _________ ERP components.

_________ relationship management focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel.

What are two of the primary features of ebusiness components?

Which of the following is a common marketing CRM metric?

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

Management Information Systems: Business Driven MIS

Decisions Processes: Value Driven Business

Ebusiness: Electronic Business Value

Ethics Information Security: MIS Business Concerns

Infrastructures: Sustainable Technologies

Data: Business Intelligence

Networks: Mobile Business

Systems Development and Project Management: Corporate Responsibility

Filters

Exam 8: Enterprise Applications: Business Communications

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

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

What helps organizations reduce inventory investments,while improving customer satisfaction?

What is enterprise resource planning?

Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace?

Which of the following is not a valid way that a CRM system can collect information?

Customer service and support (CSS)is a part of operational CRM that automates service requests,complaints,product returns,and information requests.

Which component is a credit-management feature typically included in?

McDonald's is ____________ selling when it asks their customers if they would like to super-size their meals.

What is at the heart of any ERP system?

Which application's primary business benefits include market demand,resource and capacity constraints,and real-time scheduling?

Which of the following occurs when everyone involved in sourcing,producing,and delivering the company's product works with the same information?

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

CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

Materials flow from suppliers and their _______________ suppliers at all levels.

Human resource component is one of the three most common _________ ERP components.

_________ relationship management focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel.

What are two of the primary features of ebusiness components?

Which of the following is a common marketing CRM metric?

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

Management Information Systems: Business Driven MIS

Decisions Processes: Value Driven Business

Ebusiness: Electronic Business Value

Ethics Information Security: MIS Business Concerns

Infrastructures: Sustainable Technologies

Data: Business Intelligence

Networks: Mobile Business

Systems Development and Project Management: Corporate Responsibility

Filters