Question 1

All CRM packages contain modules for PRM and ERM.

Accepted Answer

A) True 
 B)False

Question 2

CRM systems help businesses achieve which of the following business objectives?

Accepted Answer

A) Automated accounting processes 
B) Automated production forecasts 
C) Faster time to market with new products and services 
D) Enhanced supplier intimacy 
E) Enhanced customer intimacy 
A) Automated accounting processes 
B) Automated production forecasts 
C) Faster time to market with new products and services 
D) Enhanced supplier intimacy 
E) Enhanced customer intimacy

Question 3

Identify two supply chain models.Which is better?

Accepted Answer

Push-based and pull-based models were di

Question 4

Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products?

Accepted Answer

A) Returns management 
B) Lead management 
C) Channel promotions management 
D) Events management 
E) Customer satisfaction management 
A) Returns management 
B) Lead management 
C) Channel promotions management 
D) Events management 
E) Customer satisfaction management

Question 5

Enterprise systems are built around a small number of predefined business processes.

Accepted Answer

A) True 
 B)False

Question 6

Identify five benefits of customer relationship management systems.

Accepted Answer

Benefits include: better customer servic

Question 7

Which of the following is not true about enterprise systems?

Accepted Answer

A) Enterprise systems help firms respond rapidly to customer requests for information or products. 
B) Enterprise system data have standardized definitions and formats that are accepted by the entire organization. 
C) Enterprise software is expressly built to allow companies to support their existing business practices. 
D) Enterprise software includes analytical tools to evaluate overall organizational performance. 
E) Enterprise systems provide firm-wide information to help managers make better decisions. 
A) Enterprise systems help firms respond rapidly to customer requests for information or products. 
B) Enterprise system data have standardized definitions and formats that are accepted by the entire organization. 
C) Enterprise software is expressly built to allow companies to support their existing business practices. 
D) Enterprise software includes analytical tools to evaluate overall organizational performance. 
E) Enterprise systems provide firm-wide information to help managers make better decisions.

Question 8

Which metric is based on the relationship between the revenue produced by a specific customer,the expenses incurred in acquiring and servicing that customer,and the expected life of the relationship between the customer and the company?

Accepted Answer

A) Churn rate 
B) Customer lifetime value 
C) Cost per lead 
D) Cost per sale 
E) Customer average value 
A) Churn rate 
B) Customer lifetime value 
C) Cost per lead 
D) Cost per sale 
E) Customer average value

Question 9

________ CRM includes customer-facing applications such as tools for sales force automation,call center and customer service support,and marketing automation.

Accepted Answer

A) Analytical 
B) Employee 
C) Operational 
D) Partner 
E) Next-generation 
A) Analytical 
B) Employee 
C) Operational 
D) Partner 
E) Next-generation

Question 10

The measurement of the number of customers who stop using or purchasing products or services from a company is called:

Accepted Answer

A) switching costs. 
B) churn rate. 
C) CLTV. 
D) switch rate. 
E) turnover percentage. 
A) switching costs. 
B) churn rate. 
C) CLTV. 
D) switch rate. 
E) turnover percentage.

Question 11

What business processes are supported by enterprise systems? Give specific examples.

Accepted Answer

The four major business processes suppor

Question 12

Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product?

Accepted Answer

A) Supply chain demand system 
B) Supply chain delivery system 
C) Supply chain optimization system 
D) Supply chain execution system 
E) Supply chain planning system 
A) Supply chain demand system 
B) Supply chain delivery system 
C) Supply chain optimization system 
D) Supply chain execution system 
E) Supply chain planning system

Question 14

Why isn't overstocking warehouses an effective solution for a problem of low availability?

Accepted Answer

A) It does not speed product time to market. 
B) It is an inefficient use of raw materials. 
C) It increases sales costs. 
D) It increases inventory costs. 
E) It lowers fill rate. 
A) It does not speed product time to market. 
B) It is an inefficient use of raw materials. 
C) It increases sales costs. 
D) It increases inventory costs. 
E) It lowers fill rate.

Question 15

Major CRM products typically have all of the following service capabilities except:

Accepted Answer

A) customer satisfaction management. 
B) returns management. 
C) call center & help desk. 
D) service analytics. 
E) order management. 
A) customer satisfaction management. 
B) returns management. 
C) call center & help desk. 
D) service analytics. 
E) order management.

Question 16

Operational CRM applications include tools for all of the following except:

Accepted Answer

A) sales force automation. 
B) call center support. 
C) marketing automation. 
D) customer service support. 
E) calculating CLTV. 
A) sales force automation. 
B) call center support. 
C) marketing automation. 
D) customer service support. 
E) calculating CLTV.

Question 17

The difference between push- and pull-based models is summarized by which of the following slogans?

Accepted Answer

A) Sell what we make,not make what we sell. 
B) Push what we make,not pull what we make. 
C) Make what we sell,not sell what we make. 
D) Pull what we make,not push what we sell. 
E) Make what we push,not push what we sell. 
A) Sell what we make,not make what we sell. 
B) Push what we make,not pull what we make. 
C) Make what we sell,not sell what we make. 
D) Pull what we make,not push what we sell. 
E) Make what we push,not push what we sell.

Question 18

Identify and describe three major enterprise applications.

Accepted Answer

Enterprise systems,customer relationship

Question 19

________ software modules deal with setting employee objectives,performance,and compensation.

Accepted Answer

A) SCM 
B) SFA 
C) ERM 
D) DRM 
E) PRM 
A) SCM 
B) SFA 
C) ERM 
D) DRM 
E) PRM

Question 20

Supply chain execution systems provide all of the following functions except:

Accepted Answer

A) generating demand forecasts for products. 
B) tracking the flow of finished goods. 
C) managing materials. 
D) managing warehouse operations. 
E) managing the financial information involving all parties. 
A) generating demand forecasts for products. 
B) tracking the flow of finished goods. 
C) managing materials. 
D) managing warehouse operations. 
E) managing the financial information involving all parties.

All CRM packages contain modules for PRM and ERM.

CRM systems help businesses achieve which of the following business objectives?

Identify two supply chain models.Which is better?

Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products?

Enterprise systems are built around a small number of predefined business processes.

Identify five benefits of customer relationship management systems.

Which of the following is not true about enterprise systems?

Which metric is based on the relationship between the revenue produced by a specific customer,the expenses incurred in acquiring and servicing that customer,and the expected life of the relationship between the customer and the company?

________ CRM includes customer-facing applications such as tools for sales force automation,call center and customer service support,and marketing automation.

The measurement of the number of customers who stop using or purchasing products or services from a company is called:

What business processes are supported by enterprise systems? Give specific examples.

Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.

Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product?

Why isn't overstocking warehouses an effective solution for a problem of low availability?

Major CRM products typically have all of the following service capabilities except:

Operational CRM applications include tools for all of the following except:

The difference between push- and pull-based models is summarized by which of the following slogans?

Identify and describe three major enterprise applications.

________ software modules deal with setting employee objectives,performance,and compensation.

Supply chain execution systems provide all of the following functions except:

Information Systems in Global Business Today

Global E-Business and Collaboration

Information Systems,organizations,and Strategy

Ethical and Social Issues in Information Systems

It Infrastructure and Emerging Technologies

Foundations of Business Intelligence:

Telecommunications, the Internet, and Wireless Technology

Securing Information Systems

E-Commerce: Digital Markets, digital Goods

Managing Knowledge and Artificial Intelligence

Enhancing Decision Making

Building Information Systems

Managing Projects

Managing Global Systems

Filters

Exam 9: Achieving Operational Excellence and Customer Intimacy:

All CRM packages contain modules for PRM and ERM.

CRM systems help businesses achieve which of the following business objectives?

Identify two supply chain models.Which is better?

Which of the following is an important capability for sales processes that is found in most SFA modules in major CRM software products?

Enterprise systems are built around a small number of predefined business processes.

Identify five benefits of customer relationship management systems.

Which of the following is not true about enterprise systems?

Which metric is based on the relationship between the revenue produced by a specific customer,the expenses incurred in acquiring and servicing that customer,and the expected life of the relationship between the customer and the company?

________ CRM includes customer-facing applications such as tools for sales force automation,call center and customer service support,and marketing automation.

The measurement of the number of customers who stop using or purchasing products or services from a company is called:

What business processes are supported by enterprise systems? Give specific examples.

Inefficiencies in a supply chain are primarily caused by inaccurate or untimely information.

Which of the following enables a firm to generate demand forecasts for a product and to develop sourcing and manufacturing plans for that product?

Why isn't overstocking warehouses an effective solution for a problem of low availability?

Major CRM products typically have all of the following service capabilities except:

Operational CRM applications include tools for all of the following except:

The difference between push- and pull-based models is summarized by which of the following slogans?

Identify and describe three major enterprise applications.

________ software modules deal with setting employee objectives,performance,and compensation.

Supply chain execution systems provide all of the following functions except:

Information Systems in Global Business Today

Global E-Business and Collaboration

Information Systems,organizations,and Strategy

Ethical and Social Issues in Information Systems

It Infrastructure and Emerging Technologies

Foundations of Business Intelligence:

Telecommunications, the Internet, and Wireless Technology

Securing Information Systems

E-Commerce: Digital Markets, digital Goods

Managing Knowledge and Artificial Intelligence

Enhancing Decision Making

Building Information Systems

Managing Projects

Managing Global Systems

Filters