Question 1

______________ blends audio,video and document-sharing technologies to create virtual meeting rooms where people 'gather' at a website.

Accepted Answer

A)  Wiki
B)  Instant messaging
C)  Conferencing
D)  Knowledge management systemE) A) and B)
F) B) and C)

Question 2

A marketing campaign's success is directly proportional to which organisational ability?

Accepted Answer

A)  Identifying the right customers
B)  Communicating the right message
C)  Gathering and analysing the right information
D)  Designing and producing the right productsE) B) and D)
F) B) and C)

Question 3

What type of system automates each phase of the sales process,helping individual sales representatives coordinate and organise all of their accounts?

Accepted Answer

A)  Sales management system
B)  ERP system
C)  Intelligent sales system
D)  Master sales systemE) C) and D)
F) B) and C)

Question 4

________ ________compile customer information from a variety of sources and segment the information for different marketing campaigns.

Accepted Answer

The answer of ________ ________compile customer information from a variety...

Question 5

What are the three primary types of CRM systems?

Accepted Answer

A)  Operational CRM
B)  Analytic CRM
C)  Collaborative CRM
D)  All of the answers are correctE) A) and B)
F) None of the above

Question 6

Most companies recognise the importance of building strong relationships during the marketing and sales efforts,however many fail to recognise the importance of________________?

Accepted Answer

A)  sales forecasts, sales strategies, and marketing campaigns
B)  the power of social media
C)  continuing to build these relationships after the sale is complete
D)  All of the answers are correctE) B) and C)
F) None of the above

Question 7

Which of the following statements is incorrect?

Accepted Answer

A)  Collaboration contributes to specific business tasks such as telecommuting, online meetings, deploying applications, and remote project and sales management
B)  Collaboration systems allow people, teams and organisations to leverage and build upon the ideas and talents of staff, suppliers, customers and business partners
C)  Structured collaboration (or process collaboration)  involves shared participation in business processes (such as workflow)  in which knowledge is hard-coded as rules
D)  An unstructured collaboration (or information collaboration)  occurs when two or more organisations cooperate by integrating their IT systems, thereby providing customers with the best of what each organisation can offerE) C) and D)
F) A) and B)

Question 8

CRM allows an organisation to gain ________ into customers' shopping and buying behaviours.

Accepted Answer

The answer of CRM allows an organisation to gain ________...

Question 9

Which of the following statements is correct?

Accepted Answer

A)  A messaging-based workflow system sends work assignments through an email system. The workflow system automatically tracks the order for the work to be assigned; and each time a step is completed, the system automatically sends the work to the next individual in line
B)  Database-based workflow systems store documents in a central location and automatically ask the team members to access the document and work on it simultaneously
C)  A workflow defines only the inputs and outputs required for a business process
D)  Workflow software helps automate a range of business tasks and it facilitates the manual routing of the right information to the right people at the right timeE) A) and C)
F) A) and B)

Question 10

Which application can track every form of customer communication and provide this information to all employees?

Accepted Answer

A)  CRM
B)  SCM
C)  ERP
D)  All of the answers are correctE) All of the above
F) B) and C)

Question 11

Web-based tools that make it easy for users to add,remove and change online content are:

Accepted Answer

A)  Wikis
B)  Instant messaging services
C)  Web conferencing
D)  Knowledge management systemsE) A) and C)
F) None of the above

Question 12

What type of CRM focuses on enabling customers to work interactively with a business to improve the service the business provides them?

Accepted Answer

A)  Collaborative
B)  Analytic
C)  Operational
D)  None of the answers are correctE) C) and D)
F) B) and C)

Question 13

How is SNA used to identify critical gaps and growth for opportunities within an organisation?

Accepted Answer

Social networking analysis (SNA) is a pr...

Question 14

What is up-selling?

Accepted Answer

A)  Increasing the value of the sale
B)  Increasing the frequency of sales
C)  Increasing the quantity of sales
D)  All of the answers are correctE) All of the above
F) A) and D)

Question 15

All of the following products are examples of content management systems except:

Accepted Answer

A)  Blackboard
B)  Moodle
C)  Joomla
D)  MS WordE) All of the above
F) A) and B)

Question 16

Keeping track of customer communications is important if the business wants to continue to build and manage that relationship.

Accepted Answer

A) True 
 B)False

Question 17

The bigger issue in collaboration for organisations is cultural.Collaboration brings together teams of people from different regions,departments and even companies-people who bring different skills,perceptions and capabilities.A formal ________________ helps create the right environment and culture as well as the right systems for team members.

Accepted Answer

A)  Collaboration strategy
B)  Core competency strategy
C)  Content management strategy
D)  Integration strategyE) A) and C)
F) All of the above

Question 18

A primary component of managing a customer relationship is knowing about the reasons a customer is communicating.Which aspects of communications are most pertinent?

Accepted Answer

A)  Who and what
B)  Where and when
C)  When and why
D)  How and whereE) A) and B)
F) C) and D)

Question 19

Unlike operational CRM,which automates call centres and sales forces with the aim of enhancing customer transactions,________ ________ solutions are designed to dig deep into a company's historical customer information and expose patterns of behaviour on which the company can capitalise.

Accepted Answer

The answer of Unlike operational CRM,which automates call centres and...

Question 20

Describe the three phases of CRM and provide two questions that an organisation might ask at each of the three phases.

Accepted Answer

Reporting:helps organisations identify t...

Exam 10: Enterprise Information Systems: CRM and Collaboration Systems

Which of the following statements is incorrect?

Correct Answer
verified

Unlike operational CRM,which automates call centres and sales forces with the aim of enhancing customer transactions, solutions are designed to dig deep into a company's historical customer information and expose patterns of behaviour on which the company can capitalise.

Correct Answer
verified

All of the following products are examples of content management systems except:

Correct Answer
verified

compile customer information from a variety of sources and segment the information for different marketing campaigns.

Correct Answer
verified

What type of CRM focuses on enabling customers to work interactively with a business to improve the service the business provides them?

Correct Answer
verified

How is SNA used to identify critical gaps and growth for opportunities within an organisation?

Correct Answer
verified
Social networking analysis (SNA) is a pr...
View Answer

______________ blends audio,video and document-sharing technologies to create virtual meeting rooms where people 'gather' at a website.

Correct Answer
verified

A primary component of managing a customer relationship is knowing about the reasons a customer is communicating.Which aspects of communications are most pertinent?

Correct Answer
verified

Describe the three phases of CRM and provide two questions that an organisation might ask at each of the three phases.

Correct Answer
verified
Reporting:helps organisations identify t...
View Answer

CRM allows an organisation to gain ________ into customers' shopping and buying behaviours.

Correct Answer
verified

Which application can track every form of customer communication and provide this information to all employees?

Correct Answer
verified

Most companies recognise the importance of building strong relationships during the marketing and sales efforts,however many fail to recognise the importance of________________?

Correct Answer
verified

What type of system automates each phase of the sales process,helping individual sales representatives coordinate and organise all of their accounts?

Correct Answer
verified

Correct Answer
verified

What is up-selling?

Correct Answer
verified

What are the three primary types of CRM systems?

Correct Answer
verified

Keeping track of customer communications is important if the business wants to continue to build and manage that relationship.

Correct Answer
verified

A marketing campaign's success is directly proportional to which organisational ability?

Correct Answer
verified

Which of the following statements is correct?

Correct Answer
verified

Web-based tools that make it easy for users to add,remove and change online content are:

Correct Answer
verified

Exam 10: Enterprise Information Systems: CRM and Collaboration Systems

Which of the following statements is incorrect?

Correct AnswerverifiedShow Answer

Unlike operational CRM,which automates call centres and sales forces with the aim of enhancing customer transactions,________ ________ solutions are designed to dig deep into a company's historical customer information and expose patterns of behaviour on which the company can capitalise.

Correct AnswerverifiedShow Answer

All of the following products are examples of content management systems except:

Correct AnswerverifiedShow Answer

________ ________compile customer information from a variety of sources and segment the information for different marketing campaigns.

Correct AnswerverifiedShow Answer

What type of CRM focuses on enabling customers to work interactively with a business to improve the service the business provides them?

Correct AnswerverifiedShow Answer

How is SNA used to identify critical gaps and growth for opportunities within an organisation?

Correct AnswerverifiedSocial networking analysis (SNA) is a pr...View AnswerShow Answer

______________ blends audio,video and document-sharing technologies to create virtual meeting rooms where people 'gather' at a website.

Correct AnswerverifiedShow Answer

A primary component of managing a customer relationship is knowing about the reasons a customer is communicating.Which aspects of communications are most pertinent?

Correct AnswerverifiedShow Answer

Describe the three phases of CRM and provide two questions that an organisation might ask at each of the three phases.

Correct AnswerverifiedReporting:helps organisations identify t...View AnswerShow Answer

CRM allows an organisation to gain ________ into customers' shopping and buying behaviours.

Correct AnswerverifiedShow Answer

Which application can track every form of customer communication and provide this information to all employees?

Correct AnswerverifiedShow Answer

Most companies recognise the importance of building strong relationships during the marketing and sales efforts,however many fail to recognise the importance of________________?

Correct AnswerverifiedShow Answer

What type of system automates each phase of the sales process,helping individual sales representatives coordinate and organise all of their accounts?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

What is up-selling?

Correct AnswerverifiedShow Answer

What are the three primary types of CRM systems?

Correct AnswerverifiedShow Answer

Keeping track of customer communications is important if the business wants to continue to build and manage that relationship.

Correct AnswerverifiedShow Answer

A marketing campaign's success is directly proportional to which organisational ability?

Correct AnswerverifiedShow Answer

Which of the following statements is correct?

Correct AnswerverifiedShow Answer

Web-based tools that make it easy for users to add,remove and change online content are:

Correct AnswerverifiedShow Answer

Correct Answer
verified

Unlike operational CRM,which automates call centres and sales forces with the aim of enhancing customer transactions, solutions are designed to dig deep into a company's historical customer information and expose patterns of behaviour on which the company can capitalise.

Correct Answer
verified

Correct Answer
verified

compile customer information from a variety of sources and segment the information for different marketing campaigns.

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Social networking analysis (SNA) is a pr...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Reporting:helps organisations identify t...
View 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

Correct Answer
verified

Correct Answer
verified