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Exam 8: Enterprise Applications: Business Communications

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Question 21

Multiple Choice

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Which application's primary business benefits include sales forecasts, sales strategies, and marketing campaigns?

A) CRM
B) SCM
C) ERP
D) All of these

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

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Question 22

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Where would you find the customers' customer in a typical supply chain?

A) Upstream
B) Downstream
C) In the middle
D) Not on the supply chain

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

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Question 23

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Supply chain management involves the management of ___________ flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability.

Which activities do human resource components perform?

___________ scripting systems access organizational databases that track similar issues or questions and automatically generate the details to the CSR, who can then relay them to the customer.

The Internet can completely replace phone and face-to-face communications with customers.

RFM stands for regency, frequency, and monetary.

Selling ________ management applies technology to the activities in the order life cycle from inquiry to sale.

Which of the following metrics represents an unfilled customer order for a product that is out of stock?

Which of the following is not considered a feature in a contact center?

Which application's primary business benefits include market demand, resource and capacity constraints, and real-time scheduling?

Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace?

Most organizations manage their relationships with customers by setting ___________ limits.

Which of the following occurs when everyone involved in sourcing, producing, and delivering the company's product works with the same information?

McDonald's is _________-selling when it asks their customers if they would like an apple pie with their meal.

Which of the following is not one of the five basic components of supply chain management?

___________-office operations deal directly with the customer.

The three phases of CRM include (1) reporting, (2) ____________, and (3) predicting.

Which of the following is not one of the three most common core ERP components focusing on internal operations?

An organization can find its most valuable customers by using a formula that industry insiders call recency, ______________, and monetary value.