Question 1

Human resource component is one of the three most common _________ ERP components.

Accepted Answer

The answer of Human resource component is one of the...

Question 2

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-sellingE) A) and D)
F) C) and D) A

Question 3

Which application's primary business benefits include market demand,resource and capacity constraints,and real-time scheduling?

Accepted Answer

A)  CRM
B)  SCM
C)  ERP
D)  All of the aboveE) A) and D)
F) B) and C)

Question 4

Materials flow from suppliers and their _______________ suppliers at all levels.

Accepted Answer

The answer of Materials flow from suppliers and their _______________...

Question 5

What can effective and efficient supply chain management systems enable an organization to accomplish?

Accepted Answer

A)  Increase the power of its buyers
B)  Increase its supplier power
C)  Increase switching costs to increase the threat of substitute products or services
D)  All of the aboveE) A) and C)
F) None of the above

Question 6

What are two of the primary features of ebusiness components?

Accepted Answer

A)  Eprocurement
B)  Elogistics
C)  Eprocurement and elogistics
D)  None of the aboveE) A) and C)
F) None of the above

Question 7

What helps organizations reduce inventory investments,while improving customer satisfaction?

Accepted Answer

A)  Supply chain event management
B)  Selling chain management
C)  Collaborative engineering
D)  Collaborative demand planningE) B) and D)
F) None of the above D

Question 8

_________ 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 9

Customer service and support (CSS)is a part of operational CRM that automates service requests,complaints,product returns,and information requests.

Accepted Answer

A) True 
 B)False

Question 10

____________ ERP components are the extra components that meet the organizational needs not covered by the core components and primarily focus on external operations.

Accepted Answer

Extended

Question 11

What is at the heart of any ERP system?

Accepted Answer

A)  Information
B)  Employees
C)  Customers
D)  DatabaseE) B) and C)
F) A) and D)

Question 12

Which of the following occurs when everyone involved in sourcing,producing,and delivering the company's product works with the same information?

Accepted Answer

A)  Eliminates redundancies
B)  Cuts down wasted time
C)  Removes misinformation
D)  All of the aboveE) A) and C)
F) A) and B)

Question 13

What targets sales opportunities by finding new customers or companies for future sales?

Accepted Answer

A)  Sales management system
B)  Contact management system
C)  Opportunity management system
D)  Sales force automation systemE) A) and B)
F) A) and C)

Question 14

What is enterprise resource planning?

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 enterprisewide information on all business operations
D)  Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitabilityE) B) and C)
F) All of the above

Question 15

Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace?

Accepted Answer

A)  Accounting
B)  CRM
C)  Sales
D)  Human resourcesE) A) and C)
F) C) and D)

Question 16

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

Accepted Answer

The answer of McDonald's is ____________ selling when it asks...

Question 17

CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is a common marketing CRM metric?

Accepted Answer

A)  Number of new prospective customers
B)  Average number of service calls per day
C)  Average time to resolution
D)  Cost per interaction by marketing campaignE) B) and C)
F) B) and D)

Question 19

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

Accepted Answer

A)  Accounting and finance components
B)  Production and managerial management components
C)  Human resource components
D)  Production and materials management componentsE) B) and D)
F) A) and B)

Question 20

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 computerE) All of the above
F) A) and B)

Exam 8: Enterprise Applications: Business Communications

Human resource component is one of the three most common _________ ERP components.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedA

Which application's primary business benefits include market demand,resource and capacity constraints,and real-time scheduling?

Correct AnswerverifiedShow Answer

Materials flow from suppliers and their _______________ suppliers at all levels.

Correct AnswerverifiedShow Answer

What can effective and efficient supply chain management systems enable an organization to accomplish?

Correct AnswerverifiedShow Answer

What are two of the primary features of ebusiness components?

Correct AnswerverifiedShow Answer

What helps organizations reduce inventory investments,while improving customer satisfaction?

Correct AnswerverifiedD

_________ 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

Customer service and support (CSS)is a part of operational CRM that automates service requests,complaints,product returns,and information requests.

Correct AnswerverifiedShow Answer

____________ ERP components are the extra components that meet the organizational needs not covered by the core components and primarily focus on external operations.

Correct AnswerverifiedExtended

What is at the heart of any ERP system?

Correct AnswerverifiedShow Answer

Which of the following occurs when everyone involved in sourcing,producing,and delivering the company's product works with the same information?

Correct AnswerverifiedShow Answer

What targets sales opportunities by finding new customers or companies for future sales?

Correct AnswerverifiedShow Answer

What is enterprise resource planning?

Correct AnswerverifiedShow Answer

Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

Correct AnswerverifiedShow Answer

Which of the following is a common marketing CRM metric?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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Extended

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