Question 1

Which of the following is not one of the questions asked during the predicting phase of CRM?

Accepted Answer

A)  What is the total revenue by customer? 
B)  What products will the customer buy? 
C)  Who are the best candidates for a mailing? 
D)  What is the lifetime profitability of a customer? 
A)  What is the total revenue by customer? 
B)  What products will the customer buy? 
C)  Who are the best candidates for a mailing? 
D)  What is the lifetime profitability of a customer?

Question 2

Explain the goal of enterprise resource planning.

Accepted Answer

Enterprise resource planning systems pro

Question 3

What is business process reengineering?

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 enterprise-wide information on all business operations. 
D)  None of these. 
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 enterprise-wide information on all business operations. 
D)  None of these.

Question 4

Progressive Insurance used CRM to revamp its insurance claims process.

Accepted Answer

A) True 
 B)False

Question 5

What is the term that identifies how frequently a customer purchases items?

Accepted Answer

A)  Recency 
B)  Frequency 
C)  Monetary value 
D)  Reporting 
A)  Recency 
B)  Frequency 
C)  Monetary value 
D)  Reporting

Question 6

Identify how an organization can use business process reengineering to improve its business.

Accepted Answer

The purpose of BPR is to make all your p

Question 7

Describe SCM,CRM,and ERP and the differences among them.

Accepted Answer

Supply chain management (SCM)involves th

Question 8

What is the key word in ERP?

Accepted Answer

A)  Enterprise. 
B)  Resource. 
C)  Planning. 
D)  All of these. 
A)  Enterprise. 
B)  Resource. 
C)  Planning. 
D)  All of these.

Question 9

Charles Schwab has successfully used CRM to collect information through customers' transactions and analyze the information to determine the best way to market to each individual customer.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following statements is incorrect?

Accepted Answer

A)  CRM reporting technologies help organizations identify their customers across other applications. 
B)  CRM analysis technologies help organizations segment their customers into categories, such as best and worst customers. 
C)  CRM predicting technologies help organizations make predictions regarding customer behavior, such as which customers are at risk of leaving. 
D)  CRM predicting technologies help organizations identify their customers across other applications. 
A)  CRM reporting technologies help organizations identify their customers across other applications. 
B)  CRM analysis technologies help organizations segment their customers into categories, such as best and worst customers. 
C)  CRM predicting technologies help organizations make predictions regarding customer behavior, such as which customers are at risk of leaving. 
D)  CRM predicting technologies help organizations identify their customers across other applications.

Question 11

Strategic planning is a customer-facing process.

Accepted Answer

A) True 
 B)False

Question 12

Which of the following is not a criterion to determine the importance of a process for reengineering practitioners?

Accepted Answer

A)  Is the process broken? 
B)  Is the process antiquated? 
C)  Does the process fall above best in class? 
D)  Is the process crucial for productivity improvement? 
A)  Is the process broken? 
B)  Is the process antiquated? 
C)  Does the process fall above best in class? 
D)  Is the process crucial for productivity improvement?

Question 13

Order processing is a ________-facing process.

Accepted Answer

The answer of Order processing is a ________-facing process....

Question 14

What is a customer-facing process?

Accepted Answer

A)  A standardized set of activities that accomplish a specific task, such as processing a customer's order. 
B)  The result in a product or service that is received by an organization's external customer. 
C)  An invisible process to the external customer but essential to the effective management of a business which includes goal setting, day-to-day planning, performance feedback, rewards, and resource allocation. 
D)  The attempts to understand and measure the current business process, and make performance improvements accordingly. 
A)  A standardized set of activities that accomplish a specific task, such as processing a customer's order. 
B)  The result in a product or service that is received by an organization's external customer. 
C)  An invisible process to the external customer but essential to the effective management of a business which includes goal setting, day-to-day planning, performance feedback, rewards, and resource allocation. 
D)  The attempts to understand and measure the current business process, and make performance improvements accordingly.

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 these. 
A)  Telephone. 
B)  Email. 
C)  Web access. 
D)  All of these.

Question 16

Order processing is a customer-facing process.

Accepted Answer

A) True 
 B)False

Question 17

Business process reengineering is the analysis and _________ of workflow within and between enterprises.

Accepted Answer

The answer of Business process reengineering is the analysis and...

Question 18

Which of the following is not one of the questions asked during the analyzing phase of CRM?

Accepted Answer

A)  What customers are at risk of leaving? 
B)  Why was customer revenue so high? 
C)  Why did sales not meet forecasts? 
D)  Who are our customers? 
A)  What customers are at risk of leaving? 
B)  Why was customer revenue so high? 
C)  Why did sales not meet forecasts? 
D)  Who are our customers?

Question 19

Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is a customer-facing process?

Accepted Answer

A)  Strategic planning 
B)  Order shipping 
C)  Training 
D)  Tactical planning 
A)  Strategic planning 
B)  Order shipping 
C)  Training 
D)  Tactical planning

Exam 3: Strategic Initiatives for Implementing Competitive Advantages

Which of the following is not one of the questions asked during the predicting phase of CRM?

Explain the goal of enterprise resource planning.

What is business process reengineering?

Progressive Insurance used CRM to revamp its insurance claims process.

What is the term that identifies how frequently a customer purchases items?

Identify how an organization can use business process reengineering to improve its business.

Describe SCM,CRM,and ERP and the differences among them.

What is the key word in ERP?

Charles Schwab has successfully used CRM to collect information through customers' transactions and analyze the information to determine the best way to market to each individual customer.

Which of the following statements is incorrect?

Strategic planning is a customer-facing process.

Which of the following is not a criterion to determine the importance of a process for reengineering practitioners?

Order processing is a ________-facing process.

What is a customer-facing process?

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

Order processing is a customer-facing process.

Business process reengineering is the analysis and _________ of workflow within and between enterprises.

Which of the following is not one of the questions asked during the analyzing phase of CRM?

Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.

Which of the following is a customer-facing process?

Business Driven Technology

Identifying Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing Organizational Information

Storing Organizational Information-Databases

Accessing Organizational Information-Data Warehouse

Enabling the Organization-Decision Making

Extending the Organization-Supply Chain Management

Building a Customer-Centric Organization-Customer Relationship Management

Integrating the Organization From End to End-Enterprise Resource Planning

Creating Innovative Organizations

Ebusiness

Creating Collaborative Partnerships

Integrating Wireless Technology in Business

Developing Software to Streamline Operations

Methodologies for Supporting Agile Organizations

Managing Organizational Projects

Developing a 21st-Century Organization

Business Basics

Business Process

Hardware and Software Basics

Mis Infrastructures

Networks and Telecommunications

Information Security

Ethics

Operations Management

Sustainable Mis Infrastructures

Business Intelligence

Global Information Systems

Global Trends

Filters