Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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

Question 3

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 4

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

Question 5

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

Question 6

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

Question 7

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 8

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

Question 9

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

Question 10

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 11

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 12

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

Question 13

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 14

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

Question 15

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

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

__________ 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 18

___________ 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 19

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

Question 20

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

Exam 8: Enterprise Applications: Business Communications

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is a common marketing CRM metric?

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

Which activities do human resource components perform?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is not a current CRM trend?

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

Which of the following represents sales force automation?

Correct AnswerverifiedShow Answer

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