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Exam 4: Measuring the Success of Strategic Initiatives

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Question 31

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Which term is used to describe the ease with which people perform transactions and/or find information?

A) Usability
B) Customer satisfaction
C) Financial
D) Conversion rates

E) A) and B)
F) All of the above

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Question 32

Multiple Choice

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Websites sometimes deposit on a customer's hard drive a small file containing information about the customer and the customer's web activities.What is that small file called?

A) Click-through
B) Cookie
C) Banner ad
D) Interactivity

E) A) and B)
F) A) and C)

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Question 33

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Explain the interrelationships of efficiency and effectiveness IT metrics.

According to Peter Drucker,what are managers who do things right addressing?

Which of the following is not a typical CRM metric?

______________ is the amount of information that can travel through a system at any point in time.

A(n)____________ is a count of the number of people who visit one site and click on an advertisement that takes them to the site of the advertiser.

There is a rule for how many metrics,out of the hundreds of possible CRM metrics,should be tracked and analyzed at any given management level.What is the rule?

Measuring the amount of website traffic is the best way to determine a website's success.

A ___________________ is a management system,in addition to a measurement system,that enables organizations to clarify their vision and strategy and translate them into action.

A(n)___________________ is an unfilled customer order.

On the graph depicting the interrelationships between efficiency and effectiveness,where does an organization ideally want to operate?

The balanced scorecard was developed by Drs.Robert Kaplan of the Harvard Business School and David Norton.Which systems does the balanced scorecard measure?

Benchmarks are baseline values the system seeks to attain.

According to Peter Drucker,what are managers who do the right things addressing?

Customer metrics assess the management of customer relationships by the organization.

Canada is ranked first in terms of egovernment efficiency IT metrics.

Define the relationship between benchmarks and benchmarking.

Describe how an organization should determine the efficiency and effectiveness of its website.