Midterm

Question 0

____reports include only information that falls outside certain threshold standards

Answer 0

Exception

Question 1

Greg is mowing lawns in the neighborhood for the summer. Which type of report would he use to see if a particular client owes him money?

Answer 1

Ad hoc

Question 2

To effectively manage my exception, the company must first create

Answer 2

Performance standards

Question 3

Are interorganizational ERP systems that provide web enabled links between an organization’s key business systems and its customers, suppliers, business partners, and others

Answer 3

ERP II systems

Question 4

Which of the following is not a process within an information system for human resource management? Benefits administration, firing decisions, peer evaluations, recruiting, training

Answer 4

Firing decisions

Question 5

From the list below which one would you tell Kathy is the one she will be using the most. Customer relationship management, human resource management, business intelligence, operations management, e-business

Answer 5

Customer relationship management

Question 6

Which of the following is not an example of a transaction? A person hired, a payroll check generated, a service sold, printing a report, checking out at Walmart

Answer 6

Printing a report

Question 7

Reports summarize the performance of critical activities

Answer 7

Key indicator

Question 8

Kathy comes to find out that

Answer 8

The previous systems were independent of each other

Question 9

When interest is credited to your savings account at your bank it is called a

Answer 9

Transaction

Question 10

Reports are produced at scheduled intervals

Answer 10

Routine

Question 11

The characteristics of ERP systems include all the following except?

Answer 11

Typically fitting in organizations existing business processes

Question 12

Enterprise resource planning systems are very ___ software products, meaning that companies typically have to change their ___ took commented how the software functions

Answer 12

Structured, business processes

Question 13

Routine reports are produced at scheduled intervals and have set data requirements. ___ reports are used when requirements are not routine

Answer 13

Ad hoc

Question 14

Data that been processed by the organizations _____ are inputs into the organizations database

Answer 14

Transaction processing systems

Question 15

Which of the following is false about your ERP II systems?

Answer 15

These ERP systems have no optional modules

Question 16

Which of the following was not included in earlier ERP systems?

Answer 16

Sales and marketing

Question 17

Referred to close in case number two Hilton embraces collaboration with information technology partners which of the following is false?

Answer 17

The technology patterns the Hilton shows were not able to work together

Question 18

____ integrate the planning, management, and use of all organizations resources and are designed to tightly integrate the functional areas of the organization

Answer 18

Enterprise resource planning systems

Question 19

Which of the following is not a function of functional area information systems?

Answer 19

Providing data from business events to the corporate database

Question 20

The drawbacks of ERP systems include all the following except

Answer 20

They consist of modules

Question 21

Are the most successful solutions or problem-solving methods for achieving a business objective

Answer 21

Best practices

Question 22

Which of the following is not a process within an information system for accounting and finance?

Answer 22

Inventory management

Question 23

Kathy won’t be using

Answer 23

Operations management

Question 24

Greg is mowing lawns in the neighborhood for the summer. The most fundamental information system greg will need is

Answer 24

a transaction processing system

Question 25

The chief financial officer of a company wants a report on business units who have spent 10 percent more than their allotted budget, she would be requesting which type of report?

Answer 25

Exception

Question 26

Which of the following is not a characteristic of a transaction processing system?

Answer 26

Small amounts of data or processed

Question 27

Business transactions that are processed as they occur as example of

Answer 27

OLTP

Question 28

Which of the following has not been identified as a reason for ERP implementation failure?

Answer 28

Lack of documentation

Question 29

Enterprise resource planning systems of ___ of the overall organization

Answer 29

Business process

Question 30

Kathy these are called

Answer 30

Best practices

Question 31

Crediting interest to your savings account at your bank once a month is called a

Answer 31

Process

Question 32

Is the practice of marketing additional related products to customers based on a previous purchase

Answer 32

Cross-selling

Question 33

The marker three small economy car. The sales person has to drive the company car, and then handed the keys to a midsize car same brand for you to drive. The sales person is engaged in

Answer 33

Up-selling

Question 34

Systems provide interactive communication with the customer throughout the organization

Answer 34

Collaborative CRM

Question 35

____occurs when a business sells a group of products or services together at a lower price than the combined individual prices of the products

Answer 35

Bundling

Question 36

____ System study customer behavior and perceptions to provide business intelligence

Answer 36

Analytical CRM

Question 37

Which of the following is not a customer touch point?

Answer 37

None of the above all are touch points

Question 38

____ is the selling strategy which the business person will provide customers the opportunity to purchase higher value related products

Answer 38

Up-Selling

Question 39

Which of the following statements about loyalty programs is false?

Answer 39

The purpose of loyalty programs is to reward past behavior

Question 40

Research ideas about business 12.3 Starbucks loyalty program goes mobile which of the following is true?

Answer 40

An organization has to act on post about itself on Twitter and Facebook

Question 41

_____ are simple tools used for answering repetitive customer questions

Answer 41

Frequently asked questions

Question 42

The complete data on a customer is called

Answer 42

360° view

Question 43

The sales, marketing, and service functions are part of?

Answer 43

Operational CRM

Question 44

_____ create statistical models of customer behavior in the value of the customer relationships over time

Answer 44

Analytical CRM

Question 45

Referred to closing case #1 a concierge in your pocket. Which of the following is a false statement about the cold rolled out by SLS hotel?

Answer 45

The app has only tangible results

Question 46

Which of the following is an important enabler of CRM?

Answer 46

Recognizing that there are many customer touch points

Question 47

Refer to opening case induplast some of the advantages that a business can capitalize on by implementing a CRM and include

Answer 47

All of the above

Question 48

Potential problems with on-demand CRM include all the following except

Answer 48

It increases cost for the organization

Question 49

Electronic CRM applications are considered to be which type of CRM application?

Answer 49

Customer touching

Question 50

The benefits of open source CRM include all of the following except

Answer 50

It has more functionality than in house CRM systems

Question 51

System support the front office business processes which directly interact with customers

Answer 51

Operational CRM

Question 52

Which of the following is not a customer touching CRM application?

Answer 52

Shopping cart

Question 53

Is a CRM system that is hosted by an external vendor in the vendors data center

Answer 53

On-demand CRM

Question 54

Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:

Answer 54

Customer relationship management staters were devolped

Question 55

Kathy data from online sales?

Answer 55

E business

Question 56

___ is a form of ____

Answer 56

bundling, cross selling

Question 57

Which of the following is the most important enabler of the 360-degree view of the customer across an organization?

Answer 57

the organizations data warehouse

Question 58

_____ includes those areas where customers directly interact with the company.

Answer 58

customer facing CRM

Question 59

AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of:

Answer 59

bundling

Question 60

In _____, company representatives use multiple communication channels to support their customers' communications preferences.

Answer 60

customer interaction centers

Question 61

Which of the following best describes CRM?

Answer 61

a way of thinking and acting

Question 62

_____ are applications and technologies with which customers interact and typically help themselves.

Answer 62

customer-touching applications

Question 63

Refer to Closing Case #2 - British Gymnastics: Which of the following is false about British Gymnastics CRM efforts?

Answer 63

If british Gymnastics continues to grow at the present rate, it will need to implement a new CRM

Question 64

In _____, company representatives use multiple communication channels to support their customers' communications preferences.

Answer 64

customer interaction centers

Question 65

Which of the following statements is false?

Answer 65

Data consolidation and a 360-degree view mean the same thing

Question 66

which of the following statements concerning customer interaction centers is false?

Answer 66

in inboard telesales, the customer calls the CIC