Deck 10: Enterprise Information Systems: CRM and Collaboration Systems

Question 1

What is the key word in EIS?

A)Enterprise
B)Information
C)Systems
D)All of the answers are correct

Answer 1

A

Question 2

Keeping track of customer communications is important if the business wants to continue to build and manage that relationship.

Answer 2

True

Question 3

A marketing campaign's success is directly proportional to which organisational ability?

A)Identifying the right customers
B)Communicating the right message
C)Gathering and analysing the right information
D)Designing and producing the right products

Answer 3

C

Question 4

What does the reporting phase of CRM do?

A)Reporting tracks employee information including payroll, benefits, compensation and performance assessment
B)Reporting handles the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting and quality control
C)Reporting helps organisations identify their customers across other applications
D)None of the answers are correct

Question 5

What does the predicting phase of CRM perform?

A)Predicting employee information including liabilities, for example, payroll, benefits and compensation
B)Predicting helps organisations make predictions regarding customer behaviour
C)Predicting augments accounting data and financial processes; for example, budgeting and asset management
D)None of the answers are correct

Question 6

Businesses can find their most valuable customers by using the RFM formula.Which of the following make up RFM?

A)How recently a customer purchased items
B)How frequently a customer purchases items
C)The monetary value of each customer purchase
D)All of the answers make up RFM
Businesses can find their most valuable customers by using the RFM formula-recency, frequency and monetary value. In other words, an organisation must track:
- how recently a customer purchased items
-how frequently a customer purchases items

Question 7

Businesses can find their most valuable customers by using the RFM formula-recency,frequency and monetary value.

Question 8

What are two common CRM sales metrics tracked by organisations?

A)Number of responses and purchases by campaign
B)Number and type of service requests
C)Number of retained customers and new customers
D)None of the answers are correct

Question 9

Information sources for list generators include which of the following?

A)Website visits
B)Online and off-line surveys
C)Website questionnaires
D)All of the answers are correct

Question 10

Customer relationship management (CRM) is a means of managing all aspects of a customer's relationship with an organisation to endeavour to increase customer loyalty and retention,and the organisation's profitability.

Question 11

A primary component of managing a customer relationship is knowing about the reasons a customer is communicating.Which aspects of communications are most pertinent?

A)Who and what
B)Where and when
C)When and why
D)How and where

Question 12

What is customer relationship management?

A)The analysis and redesign of workflow between organisations and customers
B)A standardised set of activities that accomplish a specific task such as processing a customer's order
C)A means of managing all aspects of a customer's relationship with an organisation to endeavour to increase customer loyalty and retention, and the organisation's profitability
D)The analysis and redesign of workflow between organisations and customers

Question 13

What tasks do campaign management systems perform to guide users through marketing campaigns?

A)Planning
B)Scheduling
C)Segmentation
D)All of the answers are correct

Question 14

Supplier relationship management (SRM) focuses on keeping suppliers satisfied by evaluating and categorising suppliers for different projects.What does supplier relationship management achieve?

A)Enhances supplier organisation communications
B)Minimises supplier compensation
C)Maximises supplier accountability
D)Optimises supplier selection

Question 15

CRM moves far beyond technology by identifying customer needs and designing specific marketing campaigns tailored to each.

Question 16

What type of CRM focuses on enabling customers to work interactively with a business to improve the service the business provides them?

A)Collaborative
B)Analytic
C)Operational
D)None of the answers are correct

Question 17

Identifying its most valuable customers allows a business to ensure these customers receive the highest levels of customer service and are offered the first opportunity to purchase new products.

Question 18

There are three phases in the evolution of CRM: reporting,analysing and consolidating.

Question 19

CRM is generally perceived as something that primarily concerns sales,marketing and service personal.In reality,whose business is customer satisfaction?

A)Sales management's
B)Everyone's
C)Service department's
D)Marketing department's

Question 20

What are the three primary types of CRM systems?

A)Operational CRM
B)Analytic CRM
C)Collaborative CRM
D)All of the answers are correct

Question 21

Without understanding CRM's impact,a business cannot understand whether its CRM practices are adding to its success.How can organisations best understand their CRM's impact?

A)CRM metrics
B)Customer conversions
C)Service requests
D)Order cycle times

Question 22

How does partner relationship management (PRM) discover optimal sales channels?

A)Selecting the right backers and identifying mutual benefits
B)Selecting the right channels and identifying mutual benefits
C)Selecting the right manufacturers and identifying mutual customers
D)Selecting the right partners and identifying mutual customers

Question 23

Which of the following statements is incorrect?

A)Leads and potential customers are the lifeblood of all sales organisations
B)Sales departments were the first to begin developing CRM systems
C)The way leads are handled can make the difference between revenue growth and decline
D)Sales force automation (SFA) is a system that eliminates sales persons

Question 24

Employees are the backbone of an enterprise and the communication channel to customers,partners and suppliers.What are enterprises turning to,in order to retain key employees?

A)Employee salary management
B)Employee benefits management
C)Employee remuneration management
D)Employee relationship management

Question 25

How do call-scripting systems assist customer service representatives?

A)Access organisational databases that track similar issues or questions and automatically generate the details for the CSR who can then relay them to the customer
B)Access organisational databases that track similar issues or questions and provide answers for the CSR that deflect customers' complaints
C)Access organisational databases that track similar issues or questions and provide answers for the CSR to help allay customers' dissatisfaction
D)Access organisational databases that track similar issues or questions and provide answers for the CSR to repeat to the customer

Question 26

What type of system automates each phase of the sales process,helping individual sales representatives coordinate and organise all of their accounts?

A)Sales management system
B)ERP system
C)Intelligent sales system
D)Master sales system

Question 27

Which application can track every form of customer communication and provide this information to all employees?

A)CRM
B)SCM
C)ERP
D)All of the answers are correct

Question 28

What provides web-based self-service tools that streamline and automate the human resource department?

A)ERM
B)ERP
C)DFD
D)ERD

Question 29

What is up-selling?

A)Increasing the value of the sale
B)Increasing the frequency of sales
C)Increasing the quantity of sales
D)All of the answers are correct

Question 30

What systems determine potential customers and competitors and define selling efforts,including budgets and schedules.

A)Opportunity management systems
B)Financial management systems
C)Intelligence management systems
D)Information management systems

Question 31

Most companies recognise the importance of building strong relationships during the marketing and sales efforts,however many fail to recognise the importance of________________?

A)sales forecasts, sales strategies, and marketing campaigns
B)the power of social media
C)continuing to build these relationships after the sale is complete
D)All of the answers are correct

Question 32

What type of system can take an incoming telephone number and display the caller's name along with notes detailing previous conversations?

A)Complaint management system
B)Contact management system
C)Contact service system
D)Contact visualisation system

Question 33

Which of the following statements is correct?

A)Collective intelligence refers to collaborating and tapping into the core knowledge of all employees, partners and customers
B)Core competency strategy is an organisation's key strength, a business function that it does better than any of its competitors
C)A collaboration system includes document exchange, shared electronic whiteboards, discussion forums and email
D)Structured collaboration refers to collaborating and tapping into the core knowledge of all employees, partners and customers

Question 34

What are the three primary operational CRM technologies a sales department can implement to increase customer satisfaction?

A)Sales management CRM systems
B)Contact management CRM systems
C)Opportunity management CRM systems
D)All of the answers are correct
The three primary operational CRM technologies a sales department can implement to increase customer satisfaction are:
- sales management CRM systems
- contact management CRM systems

Question 35

CRM moves far beyond technology by identifying customer needs and designing specific marketing campaigns tailored to each.How does this capability enable businesses to treat their customers?

A)As part of a family
B)As individuals
C)With respect
D)All of the answers are correct

Question 36

Web-based tools that make it easy for users to add,remove and change online content are:

A)Wikis
B)Instant messaging services
C)Web conferencing
D)Knowledge management systems

Question 37

Website personalisation is based on data collected by the CRM systems.When and why does website personalisation occur?

A)Website personalisation occurs when a website can 'know' enough about a person's likes and dislikes to fashion offers that are more likely to appeal to that person
B)Website personalisation occurs when a website has been infiltrated by the organisation's CRM
C)Website personalisation is in the development phase only
D)Website personalisation occurs only when a website's characteristics are collected by the organisation

Question 38

________________ is an organisation's key strength,a business function that it does better than any of its competitors.

A)Core competency
B)Core competency strategy
C)Information partnership
D)Structured collaboration

Question 39

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

A)Operational CRM
B)Analytical CRM
C)Collaborative CRM
D)All of the answers are correct

Question 40

What is cross-selling?

A)Selling branded products or services to a customer
B)Selling superior products or services to a customer
C)Selling additional products or services to a customer
D)All of the answers are correct

Question 41

M&M's maker Mars used ____________ to identify how knowledge flows through its organisations,who holds influence,who gives the best advice and how employees share information.

A)Social networking analysis (SNA)
B)Shadowing
C)Cloud computing
D)All of the answers are correct

Question 42

___________________ involves capturing,classifying,evaluating,retrieving and sharing information assets in a way that provides context for effective decisions and actions.

A)Knowledge management
B)Instant messaging
C)Conferencing
D)Enterprise resource planning

Question 43

______________ blends audio,video and document-sharing technologies to create virtual meeting rooms where people 'gather' at a website.

A)Wiki
B)Instant messaging
C)Conferencing
D)Knowledge management system

Question 44

A ______________________ provides tools to manage the creation,storage,editing and publication of information in a collaborative environment.

A)Content management system (CMS)
B)Collaboration system
C)Core competency system
D)Web conferencing system

Question 45

The main reasons why organisations adopt knowledge management systems are to:

A)Increase profits or revenues
B)Retain key talent and expertise
C)Improve customer service by streamlining response time
D)All of the answers are correct

Question 46

A ______________________ supports the capturing,organisation and dissemination of knowledge (i.e.'know-how') throughout an organisation.

A)partnership information system
B)knowledge management system
C)web conferencing system
D)collaboration system

Question 47

_________________________ are two best practices for transferring or recreating tacit knowledge inside an organisation.

A)Shadowing and joint problem solving
B)ERM and CRM
C)Cloud computing and explicit knowledge
D)File storage and sharing

Question 48

___________ allows user to collaborate with each other on document real time,and store them online-for free.

A)Google Docs
B)ERP
C)CRM
D)SYSPRO ERP

Question 49

Though similar to document management,______ generally works with binary rather than text files,such as multimedia file types.________ places emphasis on allowing file manipulation and conversion,for example,converting GIF files to JPEG.

A)web content management, WCM
B)digital asset management, DAM
C)a document management system, A DMS
D)a workflow management system, A WMS
Though similar to document management, DAM generally works with binary rather than text files, such as multimedia file types. DAM places emphasis on allowing file manipulation and conversion, for example, converting GIF files to JPEG.

Question 50

The bigger issue in collaboration for organisations is cultural.Collaboration brings together teams of people from different regions,departments and even companies-people who bring different skills,perceptions and capabilities.A formal ________________ helps create the right environment and culture as well as the right systems for team members.

A)Collaboration strategy
B)Core competency strategy
C)Content management strategy
D)Integration strategy

Question 51

Which of the following statement is incorrect?

A)Tacit knowledge consists of anything that can be documented, archived and codified, often with the help of IT
B)A knowledge management system (KMS) supports the capturing, organisation and dissemination of knowledge (i.e. 'know-how') throughout an organisation
C)Knowledge can be a real competitive advantage for an organisation
D)IT can distribute an organisation's knowledge base by interconnecting people and digitally gathering their expertise

Question 52

All of the following are reasons why organisations adopt knowledge management systems except:

A)Increase profits or revenues
B)Retain key talent and expertise
C)Improve customer service by streamlining response time
D)Increase time to market with products

Question 53

Most of the popular instant messaging applications provide for all of the following features except:

A)File sharing
B)Instant messaging
C)Content streaming
D)Enterprise resource planning functionality

Question 54

________________ is a type of communication service that enables someone to create a kind of private chat room with another individual in order to communicate in real time over the Internet.

A)Wiki
B)Instant messaging
C)Web conferencing
D)Knowledge management system

Question 55

Which of the following statements is incorrect?

A)Collaboration contributes to specific business tasks such as telecommuting, online meetings, deploying applications, and remote project and sales management
B)Collaboration systems allow people, teams and organisations to leverage and build upon the ideas and talents of staff, suppliers, customers and business partners
C)Structured collaboration (or process collaboration) involves shared participation in business processes (such as workflow) in which knowledge is hard-coded as rules
D)An unstructured collaboration (or information collaboration) occurs when two or more organisations cooperate by integrating their IT systems, thereby providing customers with the best of what each organisation can offer

Question 56

The challenge inherent in ____________________ is figuring out how to recognise,generate,share and manage the knowledge that resides in people's heads.

A)Tacit knowledge
B)Knowledge management
C)Explicit knowledge
D)Shadowing

Question 57

Collaborative webpages that allow users to edit documents,share ideas or monitor the status of a project are known as:

A)Wikis
B)Business wikis
C)File storage and sharing applications
D)Knowledge management systems

Question 58

Which of the following can be used to categorise knowledge management tools?

A)Discussion and chat technologies
B)e-Learning applications and expertise tools
C)Knowledge repositories (databases), and search and data mining tools
D)Any of the answers can be used to classify knowledge management tools

Question 59

Which of the following statement is correct?

A)The difference between shadowing and joint problem solving is that shadowing is more passive
B)The difference between shadowing and joint problem solving is that shadowing is more active
C)There is no difference between shadowing and joint problem solving
D)Joint problem solving occurs when less experienced staff observe more experienced staff to learn how their more experienced counterparts approach their work

Question 60

________ adds an additional layer to document and digital asset management that enables publishing content both to intranets and to public websites.In addition to maintaining the content itself,________ systems often integrate content with online processes like e-business systems.

A)Web content management, WCM
B)Digital asset management, DAM
C)Document management system, DM
D)Workflow management system, WM

Question 61

How is SNA used to identify critical gaps and growth for opportunities within an organisation?

Question 62

________ ________ involves shared participation in business processes (such as workflows) in which knowledge is hard-coded as rules.

Question 63

CRM allows an organisation to gain ________ into customers' shopping and buying behaviours.

Question 64

__________________ store documents in a central location and automatically ask the team members to access the document when it is their turn to log in and work on their portion of the project.

A)Workflow management systems
B)Document management systems
C)Web content management systems
D)Database-based workflow systems

Question 65

________ ________ ________ is a system that automatically tracks all of the steps in the sales process.

Question 66

________ helps organisations segment their customers into categories,such as best and worst customers.

Question 67

An________ ________ occurs when two or more organisations cooperate by integrating their IT systems,thereby providing customers with the best of what each organisation can offer.

Question 68

Which of the following statements is correct?

A)A messaging-based workflow system sends work assignments through an email system. The workflow system automatically tracks the order for the work to be assigned; and each time a step is completed, the system automatically sends the work to the next individual in line
B)Database-based workflow systems store documents in a central location and automatically ask the team members to access the document and work on it simultaneously
C)A workflow defines only the inputs and outputs required for a business process
D)Workflow software helps automate a range of business tasks and it facilitates the manual routing of the right information to the right people at the right time

Question 69

All of the following products are examples of content management systems except:

A)Blackboard
B)Moodle
C)Joomla
D)MS Word

Question 70

Which of the following statements is correct?

A)Groupware is software that supports team interaction and dynamics including calendaring, scheduling and video conferencing
B)Database-based workflow systems store documents in multiple locations and automatically ask the team members to access the document and work on it simultaneously
C)A workflow defines the inputs, outputs and resources required for a business process
D)Workflow software helps automate a range of business tasks and it facilitates the manual routing of the right information to the right people at the right time

Question 71

All of the following are advantages of groupware systems except:

A)Facilitating communication (faster, easier, clearer, more persuasive)
B)Enabling telecommuting
C)Increasing travel costs
D)Facilitating group problem solving

Question 72

A primary component of managing a customer relationship is knowing when and why the customer is ________ with the company.

Question 73

________ ________compile customer information from a variety of sources and segment the information for different marketing campaigns.

Question 74

A ___________________ facilitates the automation and management of business processes and control and movement of work through the business process.

A)workflow management system
B)document management system
C)web content management system
D)digital asset management system

Question 75

_________________ is software that supports team interaction and dynamics including calendaring,scheduling and video conferencing.

A)Groupware
B)Database-based workflow systems
C)Document management systems
D)Web content management systems

Question 76

________ ________ includes document exchange,shared electronic whiteboards,discussion forums and email.

Question 77

________ blends audio,video and document-sharing technologies to create virtual meeting rooms where people 'gather' at a website.

Question 78

The ________ ________ of an organisation is its key strength,a business function that it does better than any of its competitors.

Question 79

Unlike operational CRM,which automates call centres and sales forces with the aim of enhancing customer transactions,________ ________ solutions are designed to dig deep into a company's historical customer information and expose patterns of behaviour on which the company can capitalise.

Question 80

What is groupware and what are its advantages?