Question 1

Middleware translates information between disparate systems.

Accepted Answer

A) True 
 B)False

Question 2

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Accepted Answer

The answer of _________ management systems maintain customer contact information...

Question 3

Which question below represents a CRM analyzing technology question?

Accepted Answer

A)  Why did sales not meet forecasts?
B)  What customers are at risk of leaving?
C)  What is the total revenue by customer?
D)  All of the aboveE) C) and D)
F) All of the above

Question 4

Collaborative demand planning reduces product development costs.

Accepted Answer

A) True 
 B)False

Question 5

___________ office operations deal directly with the customer.

Accepted Answer

The answer of ___________ office operations deal directly with the...

Question 6

Campaign management systems guide users through marketing campaigns by performing such tasks as campaign definition,planning,scheduling,segmentation,and success analysis.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following describes an ERP system?

Accepted Answer

A)  ERP systems provide a foundation for collaboration between departments
B)  ERP systems enable people in different business areas to communicate
C)  ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization's performance
D)  All of the aboveE) B) and C)
F) All of the above

Question 8

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

Accepted Answer

A)  CRM reporting technologies
B)  CRM analyzing technologies
C)  CRM processing technologies
D)  CRM predicting technologiesE) A) and D)
F) B) and C)

Question 9

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 10

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

Accepted Answer

A)  Bullwhip effect
B)  Demand planning systems
C)  Supply chain planning systems
D)  Supply chain execution systemsE) A) and C)
F) All of the above

Question 11

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

Accepted Answer

A)  Suppliers
B)  Suppliers' supplier
C)  Customers' customer
D)  All of the aboveE) A) and B)
F) A) and C)

Question 12

Which of the following is a common customer service CRM metric?

Accepted Answer

A)  Number of new prospective customers
B)  Number of marketing campaigns
C)  Average time to resolution
D)  Revenue generated by marketing campaignsE) None of the above
F) A) and D)

Question 13

Call scripting occurs when a customer service representative answers customer inquiries and solves problems by email and IMing.

Accepted Answer

A) True 
 B)False

Question 14

Enterprise resource planning systems ______________ all departments and functions throughout an organization into a single IT system.

Accepted Answer

The answer of Enterprise resource planning systems ______________ all departments...

Question 15

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

Accepted Answer

A)  Supply chain event management
B)  Selling chain management
C)  Collaborative engineering
D)  Collaborative demand planningE) A) and D)
F) B) and D)

Question 16

Collaborative demand planning reduces inventory investments,while improving customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A)  Legitimate system
B)  Legacy system
C)  List generator system
D)  All of the aboveE) C) and D)
F) None of the above

Question 18

The customers' customer is upstream in the supply chain.

Accepted Answer

A) True 
 B)False

Question 19

What are the primary business benefits of an ERP system?

Accepted Answer

A)  Sales forecasts,sales strategies,and marketing campaigns
B)  Market demand,resource and capacity constraints,and real-time scheduling
C)  Forecasting,planning,purchasing,material management,warehousing,inventory,and distribution
D)  All of the aboveE) B) and D)
F) A) and C)

Question 20

Which of the following represents operational CRM?

Accepted Answer

A)  Supports traditional transactional processing
B)  Supports day-to-day front-office operations
C)  Supports operations that deal directly with the customers
D)  All of the aboveE) B) and C)
F) C) and D)

Exam 8: Enterprise Applications: Business Communications

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Middleware translates information between disparate systems.

Correct AnswerverifiedShow Answer

Which question below represents a CRM analyzing technology question?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Campaign management systems guide users through marketing campaigns by performing such tasks as campaign definition,planning,scheduling,segmentation,and success analysis.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following represents operational CRM?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What are the primary business benefits of an ERP system?

Correct AnswerverifiedShow Answer

Enterprise resource planning systems ______________ all departments and functions throughout an organization into a single IT system.

Correct AnswerverifiedShow Answer

The customers' customer is upstream in the supply chain.

Correct AnswerverifiedShow Answer

Which of the following describes an ERP system?

Correct AnswerverifiedShow Answer

___________ office operations deal directly with the customer.

Correct AnswerverifiedShow Answer

Which of the following is a common customer service CRM metric?

Correct AnswerverifiedShow Answer

Call scripting occurs when a customer service representative answers customer inquiries and solves problems by email and IMing.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Collaborative demand planning reduces product development costs.

Correct AnswerverifiedShow Answer

Collaborative demand planning reduces inventory investments,while improving customer satisfaction.

Correct AnswerverifiedShow Answer

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