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Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track?


A) Sales management system
B) Contact management system
C) Opportunity management system
D) Sales force automation system

E) None of the above
F) C) and D)

Correct Answer

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What allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems?


A) Integration
B) Intelligence
C) Data interchange
D) Demand plan

E) None of the above
F) B) and C)

Correct Answer

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As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past?


A) Existing customers are the best source of profitable and sustainable revenue growth.
B) In the age of ebusiness, an organization is guaranteed a favorable customer base, and satisfying them is easier than ever.
C) Organizations cannot depend on using statistical analysis or value formulas such as recency, frequency, and monetary to gain insight into customer behavior or buying patterns.
D) Placing customers at the forefront of all thinking and decision making requires very few operational and technology changes.

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

Correct Answer

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___________ systems provide enterprisewide support and data access for a firm's operations and business processes.

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_________ and materials management is one of the three most common core ERP components.

Correct Answer

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Oracle and SAP are the biggest ERP vendors.

A) True
B) False

Correct Answer

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In which of the five basic supply chain activities do you manufacture products and create production schedules?


A) Plan
B) Source
C) Deliver
D) Make

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

Correct Answer

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What takes a new approach to middleware by packaging commonly used applications together, reducing the time needed to integrate applications from multiple vendors?


A) Enterprise systems
B) Enterprise application integration
C) Middleware
D) Enterprise application integration middleware

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

Correct Answer

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Which of the following questions represents a CRM predicting technology question?


A) Why did sales not meet forecasts?
B) What customers are at risk of leaving?
C) What is the total revenue by customer?
D) All of these

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

Correct Answer

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What is the primary difference between contact management and opportunity management?


A) Contact management deals with new customers; opportunity management deals with existing customers
B) Contact management deals with existing customers; opportunity management deals with existing customers
C) Contact management deals with new customers; opportunity management deals with new customers
D) Contact management deals with existing customers; opportunity management deals with new customers

E) None of the above
F) B) and D)

Correct Answer

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The customers' customer is upstream in the supply chain.

A) True
B) False

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Customer relationship management involves managing all aspects of a customer's relationship with an organization to increase customer ____________ and retention and an organization's profitability.

Correct Answer

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Which of the following statements is inaccurate?


A) Ideally, an organization wants to build both forward and backward integrations.
B) Integrations are expensive and difficult to build and maintain.
C) Most organizations invest in forward integrations only.
D) Most organizations invest in backward integrations only.

E) None of the above
F) C) and D)

Correct Answer

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Which of the following operational CRM technologies does the sales department typically use?


A) Campaign management, contact management, opportunity management
B) Sales management, contact management, contact center
C) Sales management, call scripting, opportunity management
D) Sales management, contact management, opportunity management

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

Correct Answer

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What provides enterprisewide support and data access for a firm's operations and business processes?


A) Enterprise systems
B) Enterprise application integration
C) Middleware
D) Enterprise application integration middleware

E) All of the above
F) C) and D)

Correct Answer

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Which application's primary business benefits include forecasting, planning, purchasing, material management, warehousing, inventory, and distribution?


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

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

Correct Answer

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What allows customers to use the web to find answers to their questions or solutions to their problems?


A) Contact center
B) Web-based self-service
C) Call scripting
D) Website personalization

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

Correct Answer

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