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Question 1:    Which of the following applications focuses on acquiring and retaining profitable customers via marketing, sales, and service processes?

                         Enterprise resource planning
                          Customer relationship management
                          Supply chain management
                          Knowledge management
                          Electronic data interchange

Question 2:   What is Contact and Account Management?

                         The tools and company data sources needed to support and manage sales activities
                          Access to the common customer database shared by sales and marketing professionals
                          Capturing and tracking relevant data about contacts with prospects and customers
                          The use of information technologies to support electronic commerce
                          Tasks such as qualifying leads for targeted marketing, scheduling and tracking direct marketing mailings

Question 3:    ______ software routes calls to customer support agents based on their skills and authority to handle specific kinds of service requests.

                         Call center
                          Help desk
                          Sales force automation
                          Customer management
                          Customer circumnavigation

Question 4:    Which one of the following statements would best describe expert systems software?

                         Is normally developed using traditional languages like COBOL and Fortran.
                          Includes an inference engine program used to process the rules and facts related to a specific problem
                          Uses a knowledge base containing only facts
                          Uses a model base and makes decisions
                          ALL of the above apply

Question 5:    What are the three phases of CRM?
                         Acquire, enhance and retain
                          Acknowledge, improve and consolodate
                          Acknowledge, enhance and consolodate
                          Acquire, enhance and consolodate
                          Acquire, improve and retain

Question 6:    _____ is a cross-functional enterprise system driven by an integrated suite of software modules that supports the basic internal business processes of a company

                         Enterprise resource planning
                          Supply chain management
                          Electronic data interchange
                          Partner relationship management
                          Customer relations management

Question 7:    ERP systems can generate significant business benefits for a company. Many companies have found major business value in their use of ERP in several basic ways in quality and efficiency, decreased costs, decision support, and enterprise agility. Which of the following are found through decreased costs?

                         ERP creates a framework for integrating and improving a company's internal business processes that result in significant improvements in the quality and efficiency of customer service, production, and distribution
                          Many companies report significant reductions in transaction processing costs and hardware, software, and IT support staff compared to the nonintegrated legacy systems that were replaced by their new ERP systems
                          ERP provides vital cross-functional information on business performance quickly to managers to significantly improve their ability to make better decisions in a timely manner across the entire business enterprise
                          Implementing ERP systems breaks down many former departmental and functional walls or “silos” of business processes, information systems, and information resources. This results in more flexible organizational structures, managerial responsibilities, and work roles, and therefore a more agile and adaptive organization and workforce that can more easily capitalize on new business opportunities
                          None of the above

Question 8:    The goal of ___ is to efficiently manage this process by forecasting demand; controlling inventory; enhancing the network of business relationships a company has with customers, suppliers, distributors, and others; and receiving feedback on the status of every link in the supply chain

                         Enterprise resource planning
                          Supply chain management
                          Electronic data interchange
                          Partner relationship management
                          Vendor forecasting and control systems

Question 9:    Which of the following is performed by an SCM?

                         Customer Service and Support
                          Retention and Loyalty Programs
                          Collaborative Fulfillment
                          Enterprise growth forecasting
                          Capturing and tracking relevant data about contacts with prospects and customers

Question 10:  _____ involves the electronic exchange of business transaction documents over the Internet and other networks between supply chain trading partners (organizations and their customers and suppliers)

                         Data exchange
                          Intranets
                          Electronic data interchange
                          Data interchange
                          Electronic Data Information