Question 1

___________ management systems guide users through marketing campaigns performing such tasks as campaign definition,planning,scheduling,segmentation,and success analysis.

Accepted Answer

The answer of ___________ management systems guide users through marketing...

Question 2

Which extended ERP component collects information used throughout an organization,organizes it,and applies analytical tools to assist managers with decisions?

Accepted Answer

A)  Business intelligence
B)  Ebusiness
C)  Customer relationship management
D)  Supply chain managementE) A) and B)
F) A) and C)

Question 3

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?

Accepted Answer

A)  Contact center
B)  Web-based self-service
C)  Call scripting
D)  Website personalizationE) B) and C)
F) C) and D)

Question 4

CRM predicting technologies help organizations predict customer behavior,such as which customers are at risk of leaving.

Accepted Answer

A) True 
 B)False

Question 5

Sales,marketing,and customer service are the primary users of ______ systems.

Accepted Answer

The answer of Sales,marketing,and customer service are the primary users...

Question 6

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Accepted Answer

A) True 
 B)False

Question 7

Production and materials management is a core ERP component.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following is not an example of a primary enterprise system?

Accepted Answer

A)  Supply chain management
B)  Customer relationship management
C)  Enterprise revenue planning
D)  Enterprise resource planningE) A) and C)
F) A) and B)

Question 9

A(n)_________ allows separate systems to communicate directly with each other,eliminating the need for manual entry into multiple systems.

Accepted Answer

The answer of A(n)_________ allows separate systems to communicate directly...

Question 10

What is application integration?

Accepted Answer

A)  The integration of data from multiple sources,which provides a unified view of all datA.
B)  Takes information entered into a given system and sends it automatically to all downstream systems and processes.
C)  Takes information entered into a given system and sends it automatically to all upstream systems and processes
D)  The integration of a company's existing management information systems.E) B) and D)
F) A) and B)

Question 11

The Internet can completely replace the phone and face-to-face communication with customers.

Accepted Answer

A) True 
 B)False

Question 12

The basic supply chain return refers to preparing to manage all resources required to meet demands.

Accepted Answer

A) True 
 B)False

Question 13

Why is CRM one of the most valuable assets a company can acquire?

Accepted Answer

A)  Since organizations have not been successful in implementing SCM systems,they have turned their resources towards CRM
B)  CRM has proven to increase customer loyalty and retention and an organization's profitability
C)  It is easy for a company to steal their competitor's loyal and devoted customers,therefore companies need a viable process for targeting competitor's customers
D)  Without CRM it is impossible to effectively manage or cross-sell products to customersE) A) and D)
F) A) and B)

Question 14

List generators fall under the category of the sales department's CRM tools.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is an extended ERP component?

Accepted Answer

A)  Business intelligence
B)  Ebusiness
C)  Customer relationship management
D)  All of the aboveE) C) and D)
F) B) and D)

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

Integrations are achieved by using ___________.

Accepted Answer

The answer of Integrations are achieved by using ___________....

Question 18

Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system.The system linked Wal-Mart's _____________ centers directly to P&G's _____________ centers.

Accepted Answer

A)  Manufacturing,distribution
B)  Distribution,manufacturing
C)  Stores,distribution
D)  Distribution,storesE) All of the above
F) B) and D)

Question 19

Analytical CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is a common sales CRM metric?

Accepted Answer

A)  Number of new customers
B)  Number of marketing campaigns
C)  Average time to resolution
D)  Cost per interaction by marketing campaignE) A) and C)
F) A) and B)

Exam 8: Enterprise Applications: Business Communications

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?

Correct AnswerverifiedShow Answer

List generators fall under the category of the sales department's CRM tools.

Correct AnswerverifiedShow Answer

Integrations are achieved by using ___________.

Correct AnswerverifiedShow Answer

Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system.The system linked Wal-Mart's _____________ centers directly to P&G's _____________ centers.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Correct AnswerverifiedShow Answer

___________ management systems guide users through marketing campaigns performing such tasks as campaign definition,planning,scheduling,segmentation,and success analysis.

Correct AnswerverifiedShow Answer

Which extended ERP component collects information used throughout an organization,organizes it,and applies analytical tools to assist managers with decisions?

Correct AnswerverifiedShow Answer

Why is CRM one of the most valuable assets a company can acquire?

Correct AnswerverifiedShow Answer

Which of the following is an extended ERP component?

Correct AnswerverifiedShow Answer

Production and materials management is a core ERP component.

Correct AnswerverifiedShow Answer

Which of the following is not an example of a primary enterprise system?

Correct AnswerverifiedShow Answer

Sales,marketing,and customer service are the primary users of ______ systems.

Correct AnswerverifiedShow Answer

Which of the following is a common sales CRM metric?

Correct AnswerverifiedShow Answer

Analytical CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Correct AnswerverifiedShow Answer

The basic supply chain return refers to preparing to manage all resources required to meet demands.

Correct AnswerverifiedShow Answer

What is application integration?

Correct AnswerverifiedShow Answer

CRM predicting technologies help organizations predict customer behavior,such as which customers are at risk of leaving.

Correct AnswerverifiedShow Answer

A(n)_________ allows separate systems to communicate directly with each other,eliminating the need for manual entry into multiple systems.

Correct AnswerverifiedShow Answer

The Internet can completely replace the phone and face-to-face communication with customers.

Correct AnswerverifiedShow Answer

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Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system.The system linked Wal-Mart's _ centers directly to P&G's _ centers.

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