Question 1

Which of the following operational CRM technologies does the customer service department typically use?

Accepted Answer

A)  Contact center, web-based self-service, call scripting
B)  Sales management, contact management, opportunity management
C)  List generator, opportunity management, cross-selling and up-selling
D)  List generator, campaign management, cross-selling and up-selling

Question 2

_________ relationship management focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel.

Accepted Answer

The answer of _________ relationship management focuses on keeping vendors...

Question 3

Which of the following represents operational CRM?

Accepted Answer

A)  Supports traditional transactional processing
B)  Supports day-to-day front-office operations
C)  Supports operations that deal directly with the customers
D)  All of these

Question 4

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 5

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

Accepted Answer

A) True 
 B)False

Question 6

Which activities do accounting and finance components perform?

Accepted Answer

A)  Track employee information, including payroll, benefits, compensation, and performance assessment, and assume 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 these.

Question 7

What provides web-based self-service tools that streamline and automate the human resource department?

Accepted Answer

A)  Supplier relationship management
B)  Partner relationship management
C)  Employee relationship management
D)  None of these

Question 8

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 9

Which of the following describes how 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 personalization

Question 10

Which of the following ensures supply chain cohesion by automating the different activities of the supply chain?

Accepted Answer

A)  Bullwhip effect
B)  Demand planning systems
C)  Supply chain planning systems
D)  Supply chain execution systems

Question 11

What are two of the primary features of ebusiness components?

Accepted Answer

A)  Eprocurement
B)  Elogistics
C)  Eprocurement and elogistics
D)  None of these

Question 12

Which of the following represents the bullwhip effect?

Accepted Answer

A)  Organizations know about employee events triggered downstream in the supply chain.
B)  Customers receive distorted product demand information regarding sales information.
C)  Distorted product-demand information ripples from one partner to the next throughout the supply chain.
D)  All areas up and down the supply chain can be viewed.

Question 13

Information technology's primary role in supply chain management is creating the integrations or tight process and information linkages between functions within a firm-such as marketing, sales, finance, manufacturing, and distribution-and between firms.

Accepted Answer

A) True 
 B)False

Question 14

"Why did sales not meet forecasts?" is an example of _________ technologies in CRM.

Accepted Answer

The answer of "Why did sales not meet forecasts?" is...

Question 15

There are three phases in the evolution of CRM: (1)  reporting, (2)  analyzing, and (3)  predicting.What do CRM predicting technologies help organizations accomplish?

Accepted Answer

A)  Make predictions regarding customer behavior such as which customers are at risk of leaving
B)  Segment their customers into categories such as best and worst customers
C)  Identify their customers across other applications
D)  All the above

Question 16

Today, SCM systems focus on extending beyond an organization's four walls to influence:

Accepted Answer

A)  Suppliers
B)  Suppliers' supplier
C)  Customers' customer
D)  All of these

Question 17

What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts?

Accepted Answer

A)  Sales management CRM systems
B)  Contact management CRM systems
C)  Opportunity management CRM systems
D)  None of these

Question 18

Which of the following is not a valid way that a CRM system can collect information?

Accepted Answer

A)  Accounting system
B)  Order fulfillment system
C)  Inventory system
D)  Customer's personal computer

Question 19

Call scripting falls under the category of the sales department's CRM tools.

Accepted Answer

A) True 
 B)False

Question 20

What is at the heart of any ERP system?

Accepted Answer

A)  Information
B)  Employees
C)  Customers
D)  Database

Exam 8: Enterprise Applications: Business Communications

What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

"Why did sales not meet forecasts?" is an example of _________ technologies in CRM.

Correct AnswerverifiedShow Answer

_________ relationship management focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel.

Correct AnswerverifiedShow Answer

Which of the following operational CRM technologies does the customer service department typically use?

Correct AnswerverifiedShow Answer

Today, SCM systems focus on extending beyond an organization's four walls to influence:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following ensures supply chain cohesion by automating the different activities of the supply chain?

Correct AnswerverifiedShow Answer

Which of the following represents the bullwhip effect?

Correct AnswerverifiedShow Answer

What provides web-based self-service tools that streamline and automate the human resource department?

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

What is at the heart of any ERP system?

Correct AnswerverifiedShow Answer

What are two of the primary features of ebusiness components?

Correct AnswerverifiedShow Answer

Which of the following is not a valid way that a CRM system can collect information?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Call scripting falls under the category of the sales department's CRM tools.

Correct AnswerverifiedShow Answer

There are three phases in the evolution of CRM: (1) reporting, (2) analyzing, and (3) predicting.What do CRM predicting technologies help organizations accomplish?

Correct AnswerverifiedShow Answer

Which activities do accounting and finance components perform?

Correct AnswerverifiedShow Answer

Information technology's primary role in supply chain management is creating the integrations or tight process and information linkages between functions within a firm-such as marketing, sales, finance, manufacturing, and distribution-and between firms.

Correct AnswerverifiedShow Answer

Which of the following represents operational CRM?

Correct AnswerverifiedShow Answer

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