Question 1

In the context of customer relationship management (CRM) , _____ requires gathering a lot of information about customers' preferences and shopping patterns.

Accepted Answer

A)  idealization
B)  localization
C)  personalization
D)  visualization

Question 2

One of the disadvantages of an e-marketplace is that it cannot provide a single platform for prices.

Accepted Answer

A) True 
 B)False

Question 3

Identify one advantage of cloud-based enterprise systems as compared to on-premise systems.

Accepted Answer

A)  Security
B)  Customization
C)  Automation
D)  Vendor lock-in

Question 4

A grocery store offering loyalty cards with discounts to its customers is an example of how transaction data can be used in a customer relationship management (CRM)system.

Accepted Answer

A) True 
 B)False

Question 5

Discuss the importance of interaction in managing tacit knowledge.

Accepted Answer

Answers will vary. Interaction is a key part of managing tacit knowledge. A knowledge management system must encourage open communication and the exchange of ideas, typically via e-mails, instant messaging, internal company wikis, videoconferencing, and tools such as WebEx or GoToMeeting, which create virtual instructional environments.

Question 6

A knowledge management system must include a decision support tool.

Accepted Answer

A) True 
 B)False

Question 7

A _____ is an integrated network consisting of an organization, its vendors, transportation companies, and brokers used to deliver goods and services to customers.

Accepted Answer

A)  supply chain
B)  performance tracker
C)  database system
D)  resource hub

Question 8

A well-designed enterprise resource planning system helps to reduce labor costs.

Accepted Answer

A) True 
 B)False

Question 9

Which component of an enterprise resource planning (ERP) system tracks financial information, such as budget allocations and debits and credits?

Accepted Answer

A)  The purchasing component
B)  The vendor integration component
C)  The human resources component
D)  The accounting component

Question 10

Discuss how customer relationship management (CRM)is more than just tracking and organizing contacts with customers.

Accepted Answer

Answers will vary. CRM is more than just tracking and organizing contacts with customers. It gives organizations more complete pictures of their customers. CRM systems include tools for conducting complex analyses on customer data, such as a data warehouse and data-mining tools. With these systems, organizations can integrate demographic and other external data with customers' transaction data to better understand customer behavior. Based on this analysis, organizations can better target products to customers and manage customer issues, which increases customer satisfaction and retention. In addition, organizations can classify customers based on how valuable they are to the organization and manage them accordingly.

Question 11

In the context of customer relationship management (CRM)applications, describe eCRM.

Accepted Answer

Answers will vary. eCRM or Web-based CRM...

Question 12

Which of the following systems' goal is to improve services offered to clients and use client contact information for targeted marketing?

Accepted Answer

A)  An integrated marketing communication system
B)  A supply chain management system
C)  A customer relationship management system
D)  An enterprise resource planning system

Question 13

_____ is an integrated system that collects and processes data and manages and coordinates resources, information, and functions throughout an organization.

Accepted Answer

A)  Enterprise resource planning
B)  Enterprise application integration
C)  Strategic human resource planning
D)  Human resource integration management

Question 14

A  knowledge management system should encourage open communication and the exchange of ideas .

Accepted Answer

A) True 
 B)False  True

Question 15

Describe customization with an example.

Accepted Answer

Answers will vary. Customization allows ...

Question 16

Discuss some of the processes in which electronic data interchange (EDI)expedites the delivery of accurate information.

Accepted Answer

Answers will vary. EDI expedites the del...

Question 17

The best way to gather tacit knowledge is interactively, such as asking an employee specific questions about how he or she would handle an issue.

Accepted Answer

A) True 
 B)False

Question 18

Which statement is true of collaborative planning, forecasting, and replenishment (CPFR) ?

Accepted Answer

A)  It aims to improve operational efficiency and manage inventory.
B)  It ensures that the accessibility of data collected with a point-of-sale system is not shared among the supply chain members.
C)  It ensures that inventory and sales data are not shared across the supply chain.
D)  It increases merchandising and logistics costs for all supply chain members.

Question 19

Discuss possible downtime as it relates to the advantages and disadvantages of a cloud-based enterprise system.

Accepted Answer

Answers will vary. For the most part, ad...

Question 20

_____ is a practice where a store sends coupons to a customer, who has already bought a product from the store, for a more expensive brand of the same product, in the hope that the customer would prefer the expensive brand.

Accepted Answer

A)  Proactive selling
B)  Upselling
C)  Cross-selling
D)  Versatile selling

Exam 11: Enterprise Systems

In the context of customer relationship management (CRM) , _____ requires gathering a lot of information about customers' preferences and shopping patterns.

Correct Answer
verified

One of the disadvantages of an e-marketplace is that it cannot provide a single platform for prices.

Correct Answer
verified

Identify one advantage of cloud-based enterprise systems as compared to on-premise systems.

Correct Answer
verified

A grocery store offering loyalty cards with discounts to its customers is an example of how transaction data can be used in a customer relationship management (CRM)system.

Correct Answer
verified

Discuss the importance of interaction in managing tacit knowledge.

A knowledge management system must include a decision support tool.

Correct Answer
verified

A _____ is an integrated network consisting of an organization, its vendors, transportation companies, and brokers used to deliver goods and services to customers.

Correct Answer
verified

A well-designed enterprise resource planning system helps to reduce labor costs.

Correct Answer
verified

Which component of an enterprise resource planning (ERP) system tracks financial information, such as budget allocations and debits and credits?

Correct Answer
verified

Discuss how customer relationship management (CRM)is more than just tracking and organizing contacts with customers.

In the context of customer relationship management (CRM)applications, describe eCRM.

Correct Answer
verified
Answers will vary. eCRM or Web-based CRM...
View Answer

Which of the following systems' goal is to improve services offered to clients and use client contact information for targeted marketing?

Correct Answer
verified

_____ is an integrated system that collects and processes data and manages and coordinates resources, information, and functions throughout an organization.

Correct Answer
verified

A knowledge management system should encourage open communication and the exchange of ideas .

Correct Answer
verified
True

Describe customization with an example.

Correct Answer
verified
Answers will vary. Customization allows ...
View Answer

Discuss some of the processes in which electronic data interchange (EDI)expedites the delivery of accurate information.

Correct Answer
verified
Answers will vary. EDI expedites the del...
View Answer

The best way to gather tacit knowledge is interactively, such as asking an employee specific questions about how he or she would handle an issue.

Correct Answer
verified

Which statement is true of collaborative planning, forecasting, and replenishment (CPFR) ?

Correct Answer
verified

Discuss possible downtime as it relates to the advantages and disadvantages of a cloud-based enterprise system.

Correct Answer
verified
Answers will vary. For the most part, ad...
View Answer

_____ is a practice where a store sends coupons to a customer, who has already bought a product from the store, for a more expensive brand of the same product, in the hope that the customer would prefer the expensive brand.

Correct Answer
verified

Exam 11: Enterprise Systems

In the context of customer relationship management (CRM) , _____ requires gathering a lot of information about customers' preferences and shopping patterns.

Correct AnswerverifiedShow Answer

One of the disadvantages of an e-marketplace is that it cannot provide a single platform for prices.

Correct AnswerverifiedShow Answer

Identify one advantage of cloud-based enterprise systems as compared to on-premise systems.

Correct AnswerverifiedShow Answer

A grocery store offering loyalty cards with discounts to its customers is an example of how transaction data can be used in a customer relationship management (CRM)system.

Correct AnswerverifiedShow Answer

Discuss the importance of interaction in managing tacit knowledge.

A knowledge management system must include a decision support tool.

Correct AnswerverifiedShow Answer

A _____ is an integrated network consisting of an organization, its vendors, transportation companies, and brokers used to deliver goods and services to customers.

Correct AnswerverifiedShow Answer

A well-designed enterprise resource planning system helps to reduce labor costs.

Correct AnswerverifiedShow Answer

Which component of an enterprise resource planning (ERP) system tracks financial information, such as budget allocations and debits and credits?

Correct AnswerverifiedShow Answer

Discuss how customer relationship management (CRM)is more than just tracking and organizing contacts with customers.

In the context of customer relationship management (CRM)applications, describe eCRM.

Correct AnswerverifiedAnswers will vary. eCRM or Web-based CRM...View AnswerShow Answer

Which of the following systems' goal is to improve services offered to clients and use client contact information for targeted marketing?

Correct AnswerverifiedShow Answer

_____ is an integrated system that collects and processes data and manages and coordinates resources, information, and functions throughout an organization.

Correct AnswerverifiedShow Answer

A knowledge management system should encourage open communication and the exchange of ideas .

Correct AnswerverifiedTrue

Describe customization with an example.

Correct AnswerverifiedAnswers will vary. Customization allows ...View AnswerShow Answer

Discuss some of the processes in which electronic data interchange (EDI)expedites the delivery of accurate information.

Correct AnswerverifiedAnswers will vary. EDI expedites the del...View AnswerShow Answer

The best way to gather tacit knowledge is interactively, such as asking an employee specific questions about how he or she would handle an issue.

Correct AnswerverifiedShow Answer

Which statement is true of collaborative planning, forecasting, and replenishment (CPFR) ?

Correct AnswerverifiedShow Answer

Discuss possible downtime as it relates to the advantages and disadvantages of a cloud-based enterprise system.

Correct AnswerverifiedAnswers will vary. For the most part, ad...View AnswerShow Answer

_____ is a practice where a store sends coupons to a customer, who has already bought a product from the store, for a more expensive brand of the same product, in the hope that the customer would prefer the expensive brand.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Answers will vary. eCRM or Web-based CRM...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
True

Correct Answer
verified
Answers will vary. Customization allows ...
View Answer

Correct Answer
verified
Answers will vary. EDI expedites the del...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Answers will vary. For the most part, ad...
View Answer

Correct Answer
verified