Business Chapter 8. CRM analyzing technologies, ERP component, sales CRM metric

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The customers' customer is upstream in the supply chain

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FALSE

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Plan, source, make, deliver, and return are the five basic supply chain management components

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TRUE

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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

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TRUE

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

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TRUE

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

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FALSE

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

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FALSE

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Back-office operations deal directly with the customer

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FALSE

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RFM stands for Regency, Frequency, and Monetary

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FALSE

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The evolution of CRM is reporting, analyzing, and predicting

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TRUE

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

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FALSE

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Contact management falls under the category of the customer service department's CRM tools

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FALSE

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

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FALSE

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Production and materials management is a core ERP component

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TRUE

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Business intelligence is both a core and extended ERP component

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FALSE

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SCM, CRM, and ERP are all extended ERP components

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FALSE

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E-logistics manage the transportation and storage of goods

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TRUE

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Oracle and SAP are the biggest ERP vendors

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TRUE

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In the past, departments made decisions independent of each other

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TRUE

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When a user enters or updates information in one ERP module, it is immediately and automatically updated throughout the entire system

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TRUE

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1. What allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems

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A. Integration

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

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A. Forward integration

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

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C. Backward integration

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4. Which of the below statements is inaccurate

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D. Most organizations invest in backward integrations only

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5. What provides enterprisewide support and data access for a firm's operations and business processes

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A. Enterprise systems

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6. What connects the plans, methods, and tools aimed at integrating separate enterprise systems

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B. Enterprise application integration

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

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C. Middleware

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

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D. Enterprise application integration middleware

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

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B. Legacy system

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

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C. Enterprise revenue planning

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11. In which of the five basic supply chain activities do you prepare to manage all resources required to meet demand

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A. Plan

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12. In which of the five basic supply chain activities do you build relationships with suppliers to procure raw materials

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B. Source

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

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D. Make

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14. In which of the five basic supply chain activities do you plan for the transportation of goods to customers

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C. Deliver

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15. What does supply chain management involve

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C. The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability

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16. Where would you find the customers' customer in a typical supply chain

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B. Downstream

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17. Where would you find the suppliers' suppler in a typical supply chain

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A. Upstream

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18. Where would you find the manufacturer and distributor in a typical supply chain

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C. In the middle

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19. 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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B. distribution, manufacturing

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

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B. Increase its supplier power

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21. Which of the following is an organizational result from an effective and efficient supply chain management system

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D. All of the above

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22. What does the average company spend on production needs

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D. Almost 50 percent of every dollar that it earns

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

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D. All of the above

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24. Which of the following is not one of the three main links in the supply chain

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A. Materials flow from suppliers and their "downstream" suppliers at all levels

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25. Which of the following is not one of the five basic components of supply chain management

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C. Cost

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26. What is it called when distorted product-demand information ripples from one partner to the next throughout the supply chain

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A. Bullwhip effect

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27. Which of the below represents the bullwhip effect

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C. Distorted product-demand information ripples from one partner to the next throughout the supply chain

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

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D. Supply chain execution systems

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29. What is the ability to view all areas up and down the supply chain in real time

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C. Supply chain visibility

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30. Which of the following generates demand forecasts using statistical tools and forecasting techniques

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B. Demand planning system

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31. What increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events

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A. Supply chain event management

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32. What automates order processes from initial customer inquiry to final product delivery

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B. Selling chain management

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34. What allows an organization to reduce product development costs

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C. Collaborative engineering

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35. Which of the below metrics represents an unfilled customer order for a product that is out of stock

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A. Back order

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36. Which of the below metrics represents the time it takes to manufacture a product and deliver it to the retailer

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B. Inventory cycle time

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37. Which of the below metrics represents the agreed upon time between the purchase of a product and the delivery of the product

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C. Customer order cycle time

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38. Which of the below metrics represents the frequency of inventory replacement

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D. Inventory turnover

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

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B. CRM has proven to increase customer loyalty and retention and an organization's profitability

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40. Which of the following can a customer use to contact an organization

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D. All of the above

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41. As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past

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A. Existing customers are the best source of profitable and sustainable revenue growth

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

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A. Make predictions regarding customer behavior such as which customers are at risk of leaving

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44. Which of the following is not a current CRM trend

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D. Distributor relationship management

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

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C. Product is difficult to differentiate

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

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D. Customer's personal computer

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47. Which of the following represents operational CRM

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D. All of the above

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48. What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers

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A. Analytical CRM

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49. What made-to-order views can analytical CRM tools slice-and-dice customer information into

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D. All of the above

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50. What can analytical CRM modeling tools discover

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D. All of the above

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51. What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person

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C. Website personalization

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

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C. Processing

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53. What helps an organization identify its customers across applications

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A. CRM reporting technologies

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54. What is an organization performing when it asks questions such as "why was customer revenue so high"

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B. CRM analyzing technologies

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55. What is an organization performing when it asks questions such as "which customers are at risk of leaving"

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D. CRM predicting technologies

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56. Which question below represents a CRM reporting technology example

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C. What is the total revenue by customer?

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57. Which question below represents a CRM analyzing technology question

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A. Why did sales not meet forecasts?

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58. Which question below represents a CRM predicting technology question

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B. What customers are at risk of leaving?

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59. Which of the following operational CRM technologies does the sales department typically use

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D. Sales management, contact management, opportunity management

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

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D. List generator, campaign management, cross-selling and up-selling

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

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A. Contact center, web-based self-service, call scripting

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62. What compiles customer information from a variety of sources and segments the information for different marketing campaigns

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D. List generator

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

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A. Campaign management system

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

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C. Up-selling

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65. Which of the following represents sales force automation

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C. A system that automatically tracks all of the steps in the sales process

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

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A. Sales management CRM systems

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67. What maintains customer contact information and identifies prospective customers for future sales

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B. Contact management CRM system

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

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C. Opportunity management system

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69. Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track

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D. Sales force automation system

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70. What is the primary difference between contact management and opportunity management

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D. Contact management deals with existing customers, opportunity management deals with new customers

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

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A. Contact center

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72. What allows customers to use the web to find answers to their questions or solutions to their problems

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B. Web-based self-service

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73. What accesses organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer

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C. Call scripting

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74. What is automatic call distribution

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C. A phone switch routes inbound calls to available agents

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75. What is interactive voice response (IVR)

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B. Directs customers to use touch-tone phones or keywords to navigate or provide information

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76. What is predictive dialing

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A. Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent

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77. Which of the following is not considered a feature in a contact center

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D. Automatic predictive dialing

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78. What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects

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A. Supplier relationship management

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79. What discovers optimal sales channels by selecting the right partners and identifying mutual customers

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B. Partner relationship management

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80. What provides Web-based self-service tools that streamline and automate the human resource department

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C. Employee relationship management

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82. Which of the following is a common sales CRM metric

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A. Number of new customers

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83. Which of the following is a common customer service CRM metric

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C. Average time to resolution

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84. Which of the following is a common marketing CRM metric

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D. Cost per interaction by marketing campaign

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

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A. Marketing, sales, and accounting departments decide to use the same vendor for a new system

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86. What is the key word in ERP

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A. Enterprise

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87. What is enterprise resource planning

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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

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

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B. CRM

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89. Which of the following is not one of the three most common core ERP components focusing on internal operations

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C. Business intelligence

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90. Which activities do accounting and finance components perform

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C. Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.

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91. Which activities do production and materials management components perform

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B. Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.

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92. Which activities do human resource components perform

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A. Track employee information including payroll, benefits, compensation, performance assessment, and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities.

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93. Which component is a credit-management feature typically included in

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A. Accounting and finance components

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94. Which component can help an organization determine such things as the identification of individuals who are likely to leave the company unless additional compensation or benefits are provided

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C. Human resource components

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95. Which of the following is an extended ERP component

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D. All of the above

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

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A. Business intelligence

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97. What are two of the primary features of e-business components

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C. E-procurement and e-logistics

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98. Which of the following describes an ERP system

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D. All of the above

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99. What is at the heart of any ERP system

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D. Database

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

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D. All of the above

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102. What are the primary business benefits of an ERP system

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C. Forecasting, planning, purchasing, material management, warehousing, inventory, and distribution

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103. Who are the primary users of ERP systems

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B. Accounting, finance, logistics, and production

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104. Which application's primary business benefits include sales forecasts, sales strategies, and marketing campaigns

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A. CRM

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

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B. SCM

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106. Which application's primary business benefits include forecasting, planning, purchasing, material management, warehousing, inventory, and distribution

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C. ERP

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101. Who are the primary users of SCM systems?

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C. Customers, resellers, partners, suppliers, and distributors

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81. Which industries will want to keep using CRM as a major strategic focus in the future?

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B. Industries whose products are difficult to differentiate

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43. A contact center (or call center) is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints. A contact center is one of the best assets a customer driven organization can have. Why?

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B. Maintaining a high level of customer support is critical to obtaining and retaining customers

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

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D. Collaborative demand planning

Business Chapter 8. CRM analyzing technologies, ERP component, sales CRM metric

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