BCIS Quiz 8 – Flashcards
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In the context of CRM, which of the following statements is true about the foreseen changes and developments by the year 2025?
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organizations might lose control over employees
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Data and responses to data that are contributed to social media (SM) sites by users and SM sponsors are referred to as ________.
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content data
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Facebook, Twitter, LinkedIn, and Google are all social media (SM) application providers.
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true
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Homesourcing is the dynamic social media process of employing users to participate in product design or product redesign.
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false
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Which of the following statements is true about social CRM?
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Each customer crafts his or her own relationship with the company.
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A(n) ________ is a software platform that uses social media to facilitate cooperative work of people within an organization.
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enterprise social network (ESN)
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The primary risk of peer-to-peer support in the context of social media and customer service is ________.
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loss of control
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A(n) ________ is an inducement to social media users for passing communications along through different tiers of communities in social media.
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viral hook
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A ________ is content structure that has emerged from the processing of many user tags in social media.
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folksonomy
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A ________ is an information system that supports the sharing of content among networks of users.
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social media information system (SMIS)
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Deleting legitimate negative comments can result in a strong user backlash.
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True
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Which of the following best represents the value of social capital?
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Number of Relationships × Relationship Strength × Entity Resources
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Metrics that don't improve one's decision-making skills are commonly referred to as key performance indicators (KPI).
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False
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The multiplicative nature of social capital means that a huge network of relationships with people who have few resources may be of less value than a smaller network of people with substantial resources.
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True
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Which of the following is true of online ad revenue?
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Most ads on social media generate revenue only when customers click on them.
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User-generated content (UGC) is the essence of SM relationships.
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True
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Social media (SM) communities differ from communities in the past because SM communities are ________.
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formed based on mutual interests
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Social media has been widely used in businesses-to-consumer (B2C) relationships to market product to end users.
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true
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Metrics that don't improve one's decision-making skills are commonly referred to as ________ metrics.
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vanity
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________ are measurements used to track performance of an organization.
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metrics
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Social media (SM) communities are formed based on mutual interests and transcend familial, geographic, and organizational boundaries.
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true
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________ activities are supported by structured process.
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Operations and manufacturing
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Which of the following is a dynamic, social media-based CRM process?
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social CRM
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The ________ revenue model offers users a basic service for free, and then charges a premium for upgrades or advanced features.
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freemium
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If a reasoned, nondefensive response generates continued and unreasonable user-generated content (UGC) from the same source, it is best to respond to or delete the problematic content.
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False
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In 2025, emergence in the context of management would most likely mean a(n) ________.
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loss of control over employees
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________ measures the frequency that someone who clicks on an ad makes a purchase, "Likes" a site, or takes some other action desired by the advertiser.
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conversion rate
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A social media policy used by an organization is a statement that ________.
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delineates employees' rights and responsibilities
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One of the major sources of user-generated content (UGC) problems is inappropriate content.
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True
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The primary risk of peer-to-peer support in social media and customer service is loss of privacy.
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False
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Capital is defined as the investment of resources for future profit.
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True
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Success metrics are also known as ________.
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key performance indicators (KPI)
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Social CRM is a(n) ________ process.
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unstructured and uncontrolled
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An enterprise social network (ESN) is a software platform that uses social media to facilitate cooperative work of people within an organization.
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true
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________ are an extension of bad reviews.
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mutinous movements
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Which of the following is a risk associated with using social media in human resources to form conclusions about employees?
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possibility of error on the site
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According to Henk Flap, the ________ is determined by the number of relationships in a social network, by the strength of those relationships, and by the resources controlled by those related.
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value of social capital
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The three roles of organizational units in social media information system (SMIS) are users, testers, and developers.
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false
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According to Nan Lin, social networks provide four forms of value: information, social credentials, personal reinforcement, and ________.
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influence
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Human capital is the investment in social relations with the expectation of returns in the marketplace.
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false
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Social CRM supports those customers who are likely to generate the most business.
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true
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________ is the use of information technology to support the sharing of content among networks of users.
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social media
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The distributed revenue model offers users a basic service for free, and then charges a premium for upgrades or advanced features.
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false
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The first step that any organization should take to manage the risk of employee communication is to develop and publicize a(n) ________ policy.
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social media
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Content data differentiates social media information system (SMIS) from Web site applications.
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false
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Which of the following is a significant risk of using social media for inbound and outbound logistics?
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loss of privacy
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________ is the dynamic social media process of employing users to participate in product design or product redesign.
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crowdsourcing
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The storage of ________ differentiates social media information systems (SMIS) from Web site applications.
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connection data
