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Ism > Midterm > Flashcards

Midterm Flashcards

0
Q

____reports include only information that falls outside certain threshold standards

A

Exception

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1
Q

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?

A

Ad hoc

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2
Q

To effectively manage my exception, the company must first create

A

Performance standards

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3
Q

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

A

ERP II systems

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4
Q

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

A

Firing decisions

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5
Q

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

A

Customer relationship management

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6
Q

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

A

Printing a report

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7
Q

Reports summarize the performance of critical activities

A

Key indicator

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8
Q

Kathy comes to find out that

A

The previous systems were independent of each other

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9
Q

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

A

Transaction

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10
Q

Reports are produced at scheduled intervals

A

Routine

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11
Q

The characteristics of ERP systems include all the following except?

A

Typically fitting in organizations existing business processes

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12
Q

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

A

Structured, business processes

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13
Q

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

A

Ad hoc

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14
Q

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

A

Transaction processing systems

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15
Q

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

A

These ERP systems have no optional modules

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16
Q

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

A

Sales and marketing

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17
Q

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

A

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

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18
Q

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

A

Enterprise resource planning systems

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19
Q

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

A

Providing data from business events to the corporate database

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20
Q

The drawbacks of ERP systems include all the following except

A

They consist of modules

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21
Q

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

A

Best practices

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22
Q

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

A

Inventory management

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23
Q

Kathy won’t be using

A

Operations management

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24
Q

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

A

a transaction processing system

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25
Q

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?

A

Exception

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26
Q

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

A

Small amounts of data or processed

27
Q

Business transactions that are processed as they occur as example of

A

OLTP

28
Q

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

A

Lack of documentation

29
Q

Enterprise resource planning systems of ___ of the overall organization

A

Business process

30
Q

Kathy these are called

A

Best practices

31
Q

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

A

Process

32
Q

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

A

Cross-selling

33
Q

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

A

Up-selling

34
Q

Systems provide interactive communication with the customer throughout the organization

A

Collaborative CRM

35
Q

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

A

Bundling

36
Q

____ System study customer behavior and perceptions to provide business intelligence

A

Analytical CRM

37
Q

Which of the following is not a customer touch point?

A

None of the above all are touch points

38
Q

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

A

Up-Selling

39
Q

Which of the following statements about loyalty programs is false?

A

The purpose of loyalty programs is to reward past behavior

40
Q

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

A

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

41
Q

_____ are simple tools used for answering repetitive customer questions

A

Frequently asked questions

42
Q

The complete data on a customer is called

A

360° view

43
Q

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

A

Operational CRM

44
Q

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

A

Analytical CRM

45
Q

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?

A

The app has only tangible results

46
Q

Which of the following is an important enabler of CRM?

A

Recognizing that there are many customer touch points

47
Q

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

A

All of the above

48
Q

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

A

It increases cost for the organization

49
Q

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

A

Customer touching

50
Q

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

A

It has more functionality than in house CRM systems

51
Q

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

A

Operational CRM

52
Q

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

A

Shopping cart

53
Q

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

A

On-demand CRM

54
Q

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

A

Customer relationship management staters were devolped

55
Q

Kathy data from online sales?

A

E business

56
Q

___ is a form of ____

A

bundling, cross selling

57
Q

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

A

the organizations data warehouse

58
Q

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

A

customer facing CRM

59
Q

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:

A

bundling

60
Q

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

A

customer interaction centers

61
Q

Which of the following best describes CRM?

A

a way of thinking and acting

62
Q

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

A

customer-touching applications

63
Q

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

A

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

64
Q

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

A

customer interaction centers

65
Q

Which of the following statements is false?

A

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

66
Q

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

A

in inboard telesales, the customer calls the CIC

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