IS Exam 4 – Flashcard
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Which of the following best describes CRM?
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A way of thinking and acting
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Which of the following is an important enabler of CRM?
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recognizing there are many customer touchpoints
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____ systems support the front-office business processes which directly interact with customers.
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operational CRM
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The sales, marketing, and service functions are part of:
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operational CRM
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AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of:
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Bundling
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_____ is a form of _____.
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Bundling, Cross selling
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_____ are simple tools for answering repetitive customer questions.
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FAQ
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Which of the following statements about loyalty programs is false?
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The purpose of loyalty programs is to reward past behavior
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Potential problems with on-demand CRM include all of the following except:
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increases cost for organization
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_____ is the ability for all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes and transportation networks to their receiving docks.
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Supply chain visibility
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A company's suppliers, suppliers' suppliers, and the processes for managing them is the:
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upstream portion of the supply chain
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_____ are the physical products, raw materials, and supplies that flow along a supply chain.
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material flows
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_____ involve money transfers, payments, credit card information and authorization, payment schedules, e-payments, and credit-related data.
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financial flows
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Interorganizational information systems result in all of the following except:
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increased cycle time
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Which of the following is not a problem along the supply chain?
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decreased cycle times
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The _____ is erratic shifts in orders up and down the supply chain.
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Bullwhip effect
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The bullwhip effect comes from which of the following?
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all of the above
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When Wal-Mart sells a package of diapers, the company captures data on that sale at its point-of-sale terminal and transmits that data to the company that makes the diapers. When it is necessary, the diaper company restocks the diapers in that Wal-Mart store. This process is called:
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vendor managed inventory
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Which of the following is not a benefit of EDI?
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length of messages is longer
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The FedEx extranet that allows customers to track the status of a package is an example of which type of extranet?
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a company and its dealers, customers, suppliers
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Being a figurehead and leader is part of the _____ managerial role.
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interpersonal
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Being an entrepreneur, disturbance handler, and negotiator is part of the _____ managerial role.
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decisional
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In the _____ phase of the decision-making process, managers examine a situation and identify and define the problem.
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intelligence
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Which of the following is not a reason why managers need IT support?
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The number of alternatives is decreasing
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Which of the following is not a characteristic of a structured decision?
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the first three phases of the decision making process need not occur in any particular sequence
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________ decisions are more common at lower organizational levels.
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structured
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Calculating gross pay for hourly workers is an example of ________ decision making.
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structured
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A large foreign automobile manufacturer is considering where to build a new manufacturing plant in the United States. They are making which type of decision?
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TBD
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_____ is the efficient and effective execution of specific tasks.
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operational control
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Computer support is greatest for which of the following problems?
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structured and operational control
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Searching for valuable business information in a database, data warehouse, or data mart is referred to as _____.
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data mining
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_____ provides users with a view of what is happening, whereas _____ addresses why it is happening.
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multi dimensional data analysis, data mining
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company wants to use data from past promotional mailings to identify people who would likely respond favorably to future mailings. This company would most likely use:
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data mining
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Which of the following is not a characteristic of DSSs?
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they only support lower and middle level managers
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Which of the following is not a characteristic of organizational decision support systems?
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they are standalone systems
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Which of the following information systems are very user friendly, supported by graphics, and provide exception reporting and drill down?
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digital dashboards
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Digital dashboards provide all of the following capabilities except:
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Transaction processing
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The management cockpit best exemplifies which type of system?
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digital dashboard
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The primary distinguishing characteristic of geographical information systems is:
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every record or digital object has an identified geographical location
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geographical information systems are being combined with _____ to form geospatial technologies.
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gps
