Question 1

The information systems used by customer relationship management (CRM) are often
A) outdated
B) unified
C) fragmented
D) redundant

Accepted Answer

Fragmented systems refer to separate and disconnected systems that don't share data or functionality. This can lead to challenges in managing customer data and providing a unified customer experience. Outdated and redundant systems may also present challenges in CRM, but they are not specific to CRM systems only. A unified system, on the other hand, would imply that all CRM functions are integrated into one system, which is not typical in a CRM environment.

Question 2

E-marketing information systems provide extensive tracking capabilities by embedding in the HTML email a ________.
A) web trojan
B) web beacon
C) server log
D) web log

Accepted Answer

E-marketing information systems embed web beacons in HTML emails to track user behavior such as email open rates and click-through rates. This allows marketers to collect and analyze data to improve their email marketing strategies. Web trojans, server logs, and web logs are not typically used in this context.

Question 3

________ boosts the performance of an organization's sales reps by helping them track and manage their accounts, contacts, leads, and to-do lists.
A) Sales outsourcing
B) Sales force automation
C) Sentiment analysis
D) Email marketing

Accepted Answer

Sales force automation is a software solution that automates the sales process, allowing sales reps to manage their accounts, contacts, leads, and to-do lists more effectively. This boosts the performance of the organization's sales reps by enabling them to focus on selling rather than on administrative tasks. Sales force automation can also provide valuable insights into customer behavior and buying patterns, which can help sales reps identify new opportunities and increase their success rate. Sales outsourcing, sentiment analysis, and email marketing are not directly related to managing and tracking sales reps' accounts, contacts, leads, and to-do lists.

Question 4

In an ERP suite that includes modules specialized for higher education, which of the following would be used to track donations, pledges, and gifts, and manage contacts and donor relationships?
A) enrollment management
B) institutional advancement
C) e-learning
D) human resources

Accepted Answer

Institutional advancement is the module specialized for managing donations, pledges, gifts, and donor relationships. Enrolment management deals with student enrolment, e-learning deals with online learning, and human resources manages staff and payroll.

Question 5

A disadvantage of using a suite with synchronized modules is that ________.
A) they have high switching costs
B) the bridges between modules can be fragile
C) there is no consistency across the modules
D) required information will appear only in one system

Accepted Answer

Synchronized modules require bridges between them to pass data and information. These bridges can be fragile, leading to system failures and inconsistencies. This is a disadvantage of using such a suite. The other options are not necessarily disadvantages of synchronized modules.

Question 6

Which of the following is a characteristic of best-of-breed suites?
A) They are built from the ground up.
B) Processes, interfaces, and data are integrated and consistent across systems.
C) They match user requirements closely.
D) They have a single architectural foundation.

Accepted Answer

Best-of-breed suites are known for their ability to match user requirements closely.

Question 7

The advantage of using a suite with synchronized modules is that ________.
A) the switching costs are far lower for ERP systems with interdependent modules
B) a common architecture overlays the systems to improve consistency across the modules
C) the introduction of changes in such systems to meet new business needs takes little time
D) modules can have very rich functionality and can be implemented individually, reducing risk

Accepted Answer

A suite with synchronized modules allows for a common architecture to overlay the systems, improving consistency across the modules. This makes it easier to manage and maintain the system as a whole. Additionally, changes can be introduced more efficiently because of the common architecture.

Question 8

________ helps organizations classify user-generated content as pro, con, or neutral toward the company or product.
A) Predictive analytics
B) Affective computing
C) Polarity item-analysis
D) Sentiment analysis

Accepted Answer

Sentiment analysis is the process of using natural language processing, text analysis, and computational linguistics to classify and identify the emotional tone of a piece of text, such as social media posts, reviews, or comments. It can be used to categorize user-generated content as either positive, negative, or neutral toward a particular company or product. This information can be useful for businesses to gain insights into how their brand is perceived, and to identify areas where they can improve their products or services.

Question 9

An integrated application suite to support a whole establishment that includes modules to manage financials, human resources, supply chain, customer relationships, and other business processes is called ________.
A) enterprise resource planning
B) total quality management
C) business process automation
D) business process management

Accepted Answer

An integrated application suite that supports a whole establishment with modules to manage financials, human resources, supply chain, customer relationships, and other business processes is called enterprise resource planning (ERP). Total quality management (TQM) is a management approach to long-term success through customer satisfaction. Business process automation (BPA) is the use of technology to automate repetitive tasks and streamline business processes. Business process management (BPM) is a discipline that focuses on improving business processes throughout an organization. While all of these concepts may be related to managing a business, only ERP specifically refers to an integrated suite of applications to support various business processes.

Question 10

Early integrated application suites evolved from systems that supported ________.
A) supply chain management
B) manufacturing resource planning
C) customer relationship planning
D) human capital management

Accepted Answer

Early integrated application suites evolved from systems that supported manufacturing resource planning.

Question 11

The use of live chats as a CRM strategy in the context of customer support will most likely result in ________.
A) high employee turnover costs
B) decreasing profitability
C) considerable savings
D) a decreasing retention rate

Accepted Answer

The use of live chats as a CRM strategy in the context of customer support will most likely result in considerable savings. This is because live chats can handle multiple customers at the same time, reducing the need for multiple employees to handle customer inquiries. Additionally, live chats can be automated, further reducing the need for live support staff.

Question 12

Which of the following strategies for integrating ERP modules is built from the ground up with consistent user interfaces, integrated backend database, and a single architectural foundation?
A) suite with synchronized modules
B) global positioning system
C) best-of-breed suites
D) engineered suite

Accepted Answer

An engineered suite is a strategy for integrating ERP modules that is built from the ground up with consistent user interfaces, integrated backend database, and a single architectural foundation. This approach ensures that all modules work seamlessly together and provide a consistent experience to the end-user, unlike best-of-breed suites, which can be pieced together from various vendors and often have different user interfaces and databases.

Question 13

Which of the following requires application suites with synchronized modules?
A) building ERP products from the ground up
B) creating platforms that match user requirements closely
C) building modules that are highly interdependent
D) enhancing ERPs through mergers or acquisitions

Accepted Answer

The answer of Which of the following requires application suites...

Question 14

Which of the following is a CRM strategy used to earn more revenue from existing customers?
A) cross-selling
B) permission marketing
C) predictive analytics
D) foot-in-the-door technique

Accepted Answer

Cross-selling involves offering additional products or services to existing customers, which can result in increased revenue from those customers. Permission marketing refers to obtaining customers' consent to receive marketing messages, predictive analytics involves using data and algorithms to forecast customer behavior, and the foot-in-the-door technique is a persuasion strategy that involves getting customers to agree to a small request before asking for a larger one.

Question 15

Which of the following approaches for integrating ERP modules has high switching costs?
A) suite with synchronized modules
B) engineered suite
C) best-of-breed suite
D) electronic data interchange

Accepted Answer

Engineered suite integration involves tightly integrating modules within a single software application, which results in high switching costs since all modules are interconnected and cannot be easily replaced without affecting the entire system. Suite with synchronized modules and best-of-breed suite allow for more flexibility and can have lower switching costs. Electronic data interchange is a method of exchanging data between different systems and is not a type of ERP module integration.

Question 16

Which of the following is a disadvantage of the engineered suite?
A) high switching costs
B) independent modules
C) high IT support costs
D) multiple architectural foundations

Accepted Answer

The answer of Which of the following is a disadvantage...

Question 17

In which of the following approaches for integrating ERP modules does the vendor provide middleware to connect systems that may be running on different platforms?
A) best-of-breed suite
B) engineered suite
C) suite with synchronized modules
D) global positioning system

Accepted Answer

The answer of In which of the following approaches for...

Question 18

Which of the following is a disadvantage of best-of-breed suites?
A) failure to meet changing business needs
B) lack of features that users require
C) error-prone synchronization between systems
D) high switching costs due to module interdependence

Accepted Answer

Best-of-breed suites often involve integrating multiple systems from different vendors, which can lead to error-prone synchronization between these systems.

Question 19

Software used as a bridge to integrate separate information systems and synchronize data across multiple systems is referred to as ________.
A) malware
B) web beacon software
C) middleware
D) bundled software

Accepted Answer

Middleware is software that acts as a bridge between separate systems, allowing them to exchange data and communicate with each other. It can be used to synchronize data across multiple systems, making it a key component in integrating technology infrastructure. Malware (A) refers to software designed to harm or infiltrate a computer system, and web beacon software (B) refers to code embedded in web pages to track user behavior. Bundled software (D) generally refers to software that is packaged together with other software, often pre-installed on a device.

Question 20

Sellers Forever Inc. makes use of a system that sends emails to all employees in the organization with requests to recognize and congratulate the top performing sales reps at the end of every week to encourage and motivate the sales team. Which of the following has the company employed?
A) sales outsourcing
B) email marketing
C) sentiment analysis
D) sales force automation

Accepted Answer

The company has employed sales force automation, which is a technique to automate business tasks such as inventory control, sales processing, and tracking of customer interactions, as well as analyzing sales forecasts and performance. In this case, sending emails to recognize top performers is a part of tracking and encouraging sales team performance, which falls under sales force automation.

Quiz 5: Information Systems for the Enterprise

The information systems used by customer relationship management (CRM) are often

E-marketing information systems provide extensive tracking capabilities by embedding in the HTML email a ________.

________ boosts the performance of an organization's sales reps by helping them track and manage their accounts, contacts, leads, and to-do lists.

In an ERP suite that includes modules specialized for higher education, which of the following would be used to track donations, pledges, and gifts, and manage contacts and donor relationships?

A disadvantage of using a suite with synchronized modules is that ________.

Which of the following is a characteristic of best-of-breed suites?

The advantage of using a suite with synchronized modules is that ________.

________ helps organizations classify user-generated content as pro, con, or neutral toward the company or product.

An integrated application suite to support a whole establishment that includes modules to manage financials, human resources, supply chain, customer relationships, and other business processes is called ________.

Early integrated application suites evolved from systems that supported ________.

The use of live chats as a CRM strategy in the context of customer support will most likely result in ________.

Which of the following strategies for integrating ERP modules is built from the ground up with consistent user interfaces, integrated backend database, and a single architectural foundation?

Which of the following requires application suites with synchronized modules?

Which of the following is a CRM strategy used to earn more revenue from existing customers?

Which of the following approaches for integrating ERP modules has high switching costs?

Which of the following is a disadvantage of the engineered suite?

In which of the following approaches for integrating ERP modules does the vendor provide middleware to connect systems that may be running on different platforms?

Which of the following is a disadvantage of best-of-breed suites?

Software used as a bridge to integrate separate information systems and synchronize data across multiple systems is referred to as ________.

Sellers Forever Inc. makes use of a system that sends emails to all employees in the organization with requests to recognize and congratulate the top performing sales reps at the end of every week to encourage and motivate the sales team. Which of the following has the company employed?