Question 1

During which of the following phases of the customer life cycle do win-back processes categorize customers according to value?

Accepted Answer

A) customer acquisition 
B) marketing 
C) relationship management 
D) loss/churn 
A) customer acquisition 
B) marketing 
C) relationship management 
D) loss/churn

Question 2

The last phase of the customer life cycle is relationship management.

Accepted Answer

A) True 
 B)False

Question 3

What are some of the benefits of enterprise application integration (EAI)?

Accepted Answer

EAI is a suite of software applications

Question 4

In the case of workgroup information systems, problems are resolved by contract and litigation.

Accepted Answer

A) True 
 B)False

Question 5

________ is the activity of altering the existing business processes and designing new ones to take advantage of new information systems.

Accepted Answer

A) Business process management 
B) Business process reengineering 
C) Business process outsourcing 
D) Business process interoperability 
A) Business process management 
B) Business process reengineering 
C) Business process outsourcing 
D) Business process interoperability

Question 6

Which of the following statements is true of personal information systems?

Accepted Answer

A) Personal information systems that support a particular department are called workgroup information systems. 
B) Adapting to changes in personal information systems is extremely difficult and time consuming. 
C) Personal information systems have a single user only, and so the procedures are probably not documented or formalized. 
D) The solutions to problems in a personal information system usually involve more than one department. 
A) Personal information systems that support a particular department are called workgroup information systems. 
B) Adapting to changes in personal information systems is extremely difficult and time consuming. 
C) Personal information systems have a single user only, and so the procedures are probably not documented or formalized. 
D) The solutions to problems in a personal information system usually involve more than one department.

Question 7

Personal information systems generally support around 10 users.

Accepted Answer

A) True 
 B)False

Question 8

The second phase of the customer life cycle is customer acquisition.

Accepted Answer

A) True 
 B)False

Question 9

Every contact and transaction with a customer is recorded in the CRM database.

Accepted Answer

A) True 
 B)False

Question 10

What are personal information systems?

Accepted Answer

Personal information systems are informa

Question 11

How can organizations solve the problems caused by information silos?

Accepted Answer

An information silo occurs when data is

Question 12

Implementing new enterprise systems can improve efficiency of an organization.

Accepted Answer

A) True 
 B)False

Question 13

Customer management and lead generation are information systems applications that support an organization's ________.

Accepted Answer

A) accounting department 
B) human resources department 
C) sales and marketing department 
D) customer service department 
A) accounting department 
B) human resources department 
C) sales and marketing department 
D) customer service department

Question 14

Explain inter-enterprise information systems.

Accepted Answer

Inter-enterprise information systems are

Question 15

Transitioning from one enterprise system to a new enterprise system is fairly easy due to the integrated steps involved in the process.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following statements is true of enterprise application integration (EAI)?

Accepted Answer

A) A disadvantage of the EAI software is the lack of metadata files that describe where data are located. 
B) The layers of EAI software prevent existing applications from communicating with each other. 
C) EAI makes use of a centralized database that acts as a "virtual integrated database" for users to process. 
D) EAI software can be configured to automatically make conversions needed to share data among different systems. 
A) A disadvantage of the EAI software is the lack of metadata files that describe where data are located. 
B) The layers of EAI software prevent existing applications from communicating with each other. 
C) EAI makes use of a centralized database that acts as a "virtual integrated database" for users to process. 
D) EAI software can be configured to automatically make conversions needed to share data among different systems.

Question 17

The problems posed by information silos ultimately lead to ________.

Accepted Answer

A) diseconomies of scope 
B) increased costs for an organization 
C) diminishing marginal returns 
D) reduced organizational innovation 
A) diseconomies of scope 
B) increased costs for an organization 
C) diminishing marginal returns 
D) reduced organizational innovation

Question 18

The solutions to problems in an enterprise system usually involve more than one enterprise.

Accepted Answer

A) True 
 B)False

Question 19

Enterprise resource planning (ERP)was originally used in the ________ domain.

Accepted Answer

A) accounting 
B) customer support 
C) manufacturing 
D) human resources 
A) accounting 
B) customer support 
C) manufacturing 
D) human resources

Question 20

Inherent processes are ________.

Accepted Answer

A) time-consuming business processes that involve substantial investment 
B) predesigned procedures for using software products 
C) the set of procedures that help companies implement business process reengineering 
D) business process reengineering techniques with low success rates 
A) time-consuming business processes that involve substantial investment 
B) predesigned procedures for using software products 
C) the set of procedures that help companies implement business process reengineering 
D) business process reengineering techniques with low success rates

Exam 7: Organizations and Information Systems

During which of the following phases of the customer life cycle do win-back processes categorize customers according to value?

The last phase of the customer life cycle is relationship management.

What are some of the benefits of enterprise application integration (EAI)?

In the case of workgroup information systems, problems are resolved by contract and litigation.

________ is the activity of altering the existing business processes and designing new ones to take advantage of new information systems.

Which of the following statements is true of personal information systems?

Personal information systems generally support around 10 users.

The second phase of the customer life cycle is customer acquisition.

Every contact and transaction with a customer is recorded in the CRM database.

What are personal information systems?

How can organizations solve the problems caused by information silos?

Implementing new enterprise systems can improve efficiency of an organization.

Customer management and lead generation are information systems applications that support an organization's ________.

Explain inter-enterprise information systems.

Transitioning from one enterprise system to a new enterprise system is fairly easy due to the integrated steps involved in the process.

Which of the following statements is true of enterprise application integration (EAI)?

The problems posed by information silos ultimately lead to ________.

The solutions to problems in an enterprise system usually involve more than one enterprise.

Enterprise resource planning (ERP)was originally used in the ________ domain.

Inherent processes are ________.

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