Enter Your PSEUDONYM:             

Question 1:    CRM uses information technology to create a cross-functional enterprise system that integrates and automates many of the customer-serving processes in which functional business areas?

                         Sales
                          Marketing
                          Customer service
                          All of the above
                          None of the above

Question 2:   What are Retention and Loyalty Programs?

                         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
                          Programs that identify, reward, and market to their most loyal and profitable customers
                          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:    What are the three phases of CRM?

                         Acquire, enhance and retain
                          Acknowledge, improve and consolidate
                          Acknowledge, enhance and consolidate
                          Acquire, enhance and consolidate
                          Acquire, improve and retain

Question 5:    Which of the following is NOT a reason for CRM failure?

                         Reliance on CRM to solve business problem without first developing the business process changes
                          Incomplete or hard to implement SCM software tools
                          Lack of understanding and preparation
                          Projects implemented without the participation of the business stakeholders involved.
                          ALL of the above are reasons for failure

Question 6:    Which of the following is NOT a benefit of ERP?

                         Quality and Efficiency
                          Independent operations
                          Decreased Costs
                          Decision Support
                          Enterprise Agility

Question 7:    According to your text, there are four important trends shaping ERP's continuing evolution. Which of the following is NOT one of those trends?

                         Improvements in integration and flexibility
                          Extensions to e-business applications
                          A narrow reach to new users
                          The adoption of Internet technologies
                          None of the above

Question 8:    Each supply chain process should add value to the products or services a company produces. A supply chain that adds value is referred to as a:

                         Value chain
                          Valuable chain
                          Partnership chain
                          Call center
                          Enchainment

Question 9:   Which of the following is NOT a reason for ERP failure?

                         Failure to do enough data conversion and testing
                          Inaccurate or overoptimistic demand forecasts
                          Lack of proper demand planning knowledge, tools and guidelines
                          Inaccurate production, inventory and other business data provided by a company’s other information systems
                          Immature, incomplete or hard to implement SCM software tools

Question 10:  Which of the following activities are NOT included in EDI?

                         Payment authorization
                          Payment remittance notification
                          Inquiry Processing
                          Electronic transfer of funds
                          Purchase order acknowledgement