Question 1

___________ allows user to collaborate with each other on document real time,and store them online-for free.

Accepted Answer

A) Google Docs 
B) ERP 
C) CRM 
D) SYSPRO ERP

Question 2

Which of the following statements is incorrect?

Accepted Answer

A) Leads and potential customers are the lifeblood of all sales organisations 
B) Sales departments were the first to begin developing CRM systems 
C) The way leads are handled can make the difference between revenue growth and decline 
D) Sales force automation (SF
A)  is a system that eliminates sales persons

Question 3

Identifying its most valuable customers allows a business to ensure these customers receive the highest levels of customer service and are offered the first opportunity to purchase new products.

Accepted Answer

A) True 
 B)False

Question 4

A primary component of managing a customer relationship is knowing when and why the customer is ________ with the company.

Accepted Answer

The answer of A primary component of managing a customer...

Question 5

What are the three primary operational CRM technologies a sales department can implement to increase customer satisfaction?

Accepted Answer

A) Sales management CRM systems 
B) Contact management CRM systems 
C) Opportunity management CRM systems 
D) All of the answers are correct
The three primary operational CRM technologies a sales department can implement to increase customer satisfaction are:
- sales management CRM systems
- contact management CRM systems

Question 6

Information sources for list generators include which of the following?

Accepted Answer

A) Website visits 
B) Online and off-line surveys 
C) Website questionnaires 
D) All of the answers are correct

Question 7

________ adds an additional layer to document and digital asset management that enables publishing content both to intranets and to public websites.In addition to maintaining the content itself,________ systems often integrate content with online processes like e-business systems.

Accepted Answer

A) Web content management, WCM 
B) Digital asset management, DAM 
C) Document management system, DM 
D) Workflow management system, WM

Question 8

The main reasons why organisations adopt knowledge management systems are to:

Accepted Answer

A) Increase profits or revenues 
B) Retain key talent and expertise 
C) Improve customer service by streamlining response time 
D) All of the answers are correct

Question 9

Which of the following statements is correct?

Accepted Answer

A) Collective intelligence refers to collaborating and tapping into the core knowledge of all employees, partners and customers 
B) Core competency strategy is an organisation's key strength, a business function that it does better than any of its competitors 
C) A collaboration system includes document exchange, shared electronic whiteboards, discussion forums and email 
D) Structured collaboration refers to collaborating and tapping into the core knowledge of all employees, partners and customers

Question 10

CRM is generally perceived as something that primarily concerns sales,marketing and service personal.In reality,whose business is customer satisfaction?

Accepted Answer

A) Sales management's 
B) Everyone's 
C) Service department's 
D) Marketing department's

Question 11

Without understanding CRM's impact,a business cannot understand whether its CRM practices are adding to its success.How can organisations best understand their CRM's impact?

Accepted Answer

A) CRM metrics 
B) Customer conversions 
C) Service requests 
D) Order cycle times

Question 12

Website personalisation is based on data collected by the CRM systems.When and why does website personalisation occur?

Accepted Answer

A) Website personalisation occurs when a website can 'know' enough about a person's likes and dislikes to fashion offers that are more likely to appeal to that person 
B) Website personalisation occurs when a website has been infiltrated by the organisation's CRM 
C) Website personalisation is in the development phase only 
D) Website personalisation occurs only when a website's characteristics are collected by the organisation

Question 13

How does partner relationship management (PRM) discover optimal sales channels?

Accepted Answer

A) Selecting the right backers and identifying mutual benefits 
B) Selecting the right channels and identifying mutual benefits 
C) Selecting the right manufacturers and identifying mutual customers 
D) Selecting the right partners and identifying mutual customers

Question 14

A ______________________ supports the capturing,organisation and dissemination of knowledge (i.e.'know-how') throughout an organisation.

Accepted Answer

A) partnership information system 
B) knowledge management system 
C) web conferencing system 
D) collaboration system

Question 15

What is customer relationship management?

Accepted Answer

A) The analysis and redesign of workflow between organisations and customers 
B) A standardised set of activities that accomplish a specific task such as processing a customer's order 
C) A means of managing all aspects of a customer's relationship with an organisation to endeavour to increase customer loyalty and retention, and the organisation's profitability 
D) The analysis and redesign of workflow between organisations and customers.

Question 16

An________ ________ occurs when two or more organisations cooperate by integrating their IT systems,thereby providing customers with the best of what each organisation can offer.

Accepted Answer

The answer of An________ ________ occurs when two or more...

Question 17

What type of system can take an incoming telephone number and display the caller's name along with notes detailing previous conversations?

Accepted Answer

A) Complaint management system 
B) Contact management system 
C) Contact service system 
D) Contact visualisation system

Question 18

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

Accepted Answer

A) ERM 
B) ERP 
C) DFD 
D) ERD

Question 19

________ ________ includes document exchange,shared electronic whiteboards,discussion forums and email.

Accepted Answer

The answer of ________ ________ includes document exchange,shared electronic whiteboards,discussion...

Question 20

Most of the popular instant messaging applications provide for all of the following features except:

Accepted Answer

A) File sharing 
B) Instant messaging 
C) Content streaming 
D) Enterprise resource planning functionality

Exam 10: Enterprise Information Systems: CRM and Collaboration Systems