Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

Core ERP components are the traditional components included in most ERP systems and primarily focus on internal operations.

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A)  Campaign management system
B)  Cross-selling
C)  Up-selling
D)  List generatorE) C) and D)
F) A) and C)

Question 4

Accounting and finance ERP components manage accounting data and financial processes within the enterprise with functions such as general ledger,accounts payable,accounts receivable,budgeting,and asset management.

Accepted Answer

A) True 
 B)False

Question 5

Supply chain ________ management enables an organization to react more quickly to resolve supply chain issues.

Accepted Answer

The answer of Supply chain ________ management enables an organization...

Question 6

Supply chain management involves the management of ___________ flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability.

Accepted Answer

The answer of Supply chain management involves the management of...

Question 7

What is McDonald's performing when it asks its customers if they would like to super-size their meals?

Accepted Answer

A)  Campaign management
B)  Cross-selling
C)  Up-selling
D)  Down-sellingE) A) and B)
F) B) and C)

Question 8

Cross-selling is increasing the value of the sale.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A)  Contact center,web-based self-service,call scripting
B)  Contact center,cross-selling and up-selling,web-based self-service
C)  List generator,opportunity management,cross-selling and up-selling
D)  List generator,campaign management,cross-selling and up-sellingE) All of the above
F) A) and D)

Question 10

What are several different types of software that sit between and provide connectivity for two or more software applications?

Accepted Answer

A)  Enterprise systems
B)  Enterprise application integration
C)  Middleware
D)  Enterprise application integration middlewareE) A) and B)
F) A) and C)

Question 11

Enterprise application integration (EAI)connects the plans,methods,and tools aimed at integrating separate enterprise systems.

Accepted Answer

A) True 
 B)False

Question 12

Supply chain event management (SCEM)increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events.

Accepted Answer

A) True 
 B)False

Question 13

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

Accepted Answer

A)  Marketing,sales,and accounting departments decide to use the same vendor for a new system
B)  Sales decides to implement a new system without considering other departments
C)  A new office policy states that all managers can implement their own policies for purchasing supplies and materials
D)  Marketing decides to save customer's email addresses in the marketing system,even though other organizational systems do not have this capabilityE) B) and C)
F) C) and D)

Question 14

What takes information entered into a given system and sends it automatically to all downstream systems and processes?

Accepted Answer

A)  Forward integration
B)  Forward data interchange
C)  Backward integration
D)  Backward data interchangeE) A) and C)
F) All of the above

Question 15

A _________ system is a current or existing system that will become the base for upgrading or integrating with a new system.

Accepted Answer

The answer of A _________ system is a current or...

Question 16

Which of the following is not one of the three phases in the evolution of CRM?

Accepted Answer

A)  Reporting
B)  Analyzing
C)  Processing
D)  PredictingE) A) and B)
F) A) and C)

Question 17

What takes information entered into a given system and sends it automatically to all upstream systems and processes?

Accepted Answer

A)  Forward integration
B)  Forward data interchange
C)  Backward integration
D)  Backward data interchangeE) A) and D)
F) A) and C)

Question 18

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

Accepted Answer

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

Question 19

Eintegration is the use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources.

Accepted Answer

A) True 
 B)False

Question 20

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 competitors 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 B)
F) None of the above

Exam 8: Enterprise Applications: Business Communications

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

Correct AnswerverifiedShow Answer

Supply chain event management (SCEM)increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events.

Correct AnswerverifiedShow Answer

What is McDonald's performing when it asks its customers if they would like to super-size their meals?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What takes information entered into a given system and sends it automatically to all upstream systems and processes?

Correct AnswerverifiedShow Answer

Supply chain ________ management enables an organization to react more quickly to resolve supply chain issues.

Correct AnswerverifiedShow Answer

Cross-selling is increasing the value of the sale.

Correct AnswerverifiedShow Answer

What are several different types of software that sit between and provide connectivity for two or more software applications?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Supply chain management involves the management of ___________ flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Eintegration is the use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources.

Correct AnswerverifiedShow Answer

What takes information entered into a given system and sends it automatically to all downstream systems and processes?

Correct AnswerverifiedShow Answer

A _________ system is a current or existing system that will become the base for upgrading or integrating with a new system.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is not one of the three phases in the evolution of CRM?

Correct AnswerverifiedShow Answer

Accounting and finance ERP components manage accounting data and financial processes within the enterprise with functions such as general ledger,accounts payable,accounts receivable,budgeting,and asset management.

Correct AnswerverifiedShow Answer

Enterprise application integration (EAI)connects the plans,methods,and tools aimed at integrating separate enterprise systems.

Correct AnswerverifiedShow Answer

Core ERP components are the traditional components included in most ERP systems and primarily focus on internal operations.

Correct AnswerverifiedShow Answer

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