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Exam 8: Enterprise Applications: Business Communications

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Question 41

Multiple Choice

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What is a part of operational CRM that automates service requests,complaints,product returns,and information requests?

A) Cross-selling
B) Up-selling
C) Campaign management system
D) Customer service and support

E) A) and C)
F) C) and D)

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Question 42

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Electronic data interchange (EDI)is a standard format for the electronic exchange of information between supply chain participants.

A) True
B) False

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Question 43

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RFM stands for Regency,Frequency,and Monetary.

Cross-selling is selling _________ products or services to a customer.

In which of the five basic supply chain activities do you manufacture products and create production schedules?

Enterprise _____________ integration connects the plans,methods,and tools aimed at integrating separate enterprise systems.

Which of the following will help an organization maintain consistent business operations?

Human resource components have the ability to identify employees that are likely to ________ the company.

A _________ integration takes information entered into a given system and sends it automatically to all downstream systems and processes.

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

In which industry area will CRM remain a major strategic focus for years to come?

Enterprise application integration (EAI)middleware takes a new approach to middleware by packaging commonly used applications together,reducing the time needed to integrate applications from multiple vendors.

Data integration is the integration of a company's existing management information systems.

______________ application integration middleware takes a new approach to middleware by packaging commonly used applications together,reducing the time needed to integrate applications from multiple vendors.

Which component is a credit-management feature typically included in?

An organization can find its most valuable customers by using a formula that industry insiders call Recency,______________,and Monetary Value.

McDonald's is ____________ selling when it asks their customers if they would like to super-size their meals.

What guides users through marketing campaigns by performing such tasks as campaign definition,planning,scheduling,segmentation,and success analysis?

Human resource components track ___________ information including payroll,benefits,compensation,performance assessment,and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities.

Balanced scorecard is a management system,as well as a measurement system,that a firm uses to translate business strategies into executable tasks.