ECON 3303 - Possible Quiz Questions Chapter 8: Enterprise Business Systems. Questions and Answers.
1. Managing the full range of the customer
... [Show More] relationship involves two related objectives: (1) providing the organization and all customer-facing employees with a single, complete view of every customer at every touch
and across all channels, and (2) providing .
A. suppliers with a single, complete view of the internal workings of the company
B. distributors with a single, complete view of the company and its extended channels
C. customers with a single, complete view of the company and its extended channels
D. customers, suppliers, and investors with a complete view of the internal workings of the company
2.
systems store customer account data in common databases and then make it available
throughout a company via Internet, intranet, or other network links.
A. Enterprise Resource Planning (ERP)
B. Supply Chain Management (SCM)
C. Customer Relationship Management (CRM)
D. Knowledge Management (KM)
3. CRM systems store customer account data in common databases and then make it available throughout a company via all the following, except: Internet, intranet, or other network links.
A. Internet
B. Intranet
C. Network links
D. Catalogs
4. CRM software uses information technology to create a cross-functional enterprise system that integrates and
automates many of the
A. sales
B. customer services
C. marketing
D. All of the choices are correct.
processes with which customers interact.
5. Siebel Systems, Oracle, PeopleSoft, SAP AG, and Epiphany are some of the leading vendors of software.
A. ERP
B. CRM
C. PRM
D. All of the choices are correct.
6. A CRM system provides sales reps with the software tools and company data sources they need to
.
A. support and manage their sales activities
B. optimize cross-selling
C. optimize up-selling
D. All of the choices are correct.
7. According to the Real World case, it is easier to implement CRM when: .
A. A company is old
B. A company is young
C. A company has just been purchased by another
D. None of the choices are correct [Show Less]