Enter Your PSEUDONYM:             

Question 1:    What is Customer Relationship Management?

                         The use of electronic information technologies to support internal relationships
                          Electronically managing an organization's relationships to meet the information needs of business
                          The use of information technologies to support electronic commerce
                          The use of information technology to integrate and automate customer services
                          Electronically managing an organization's relationships to fulfill EDP potential

Question 2:    What is Marketing Fulfillment?

                         The tools and company data sources needed to support and manage sales activities
                          Access to the common customer database shared by sales and marketing professionals
                          Capturing and tracking relevant data about contacts with prospects and customers
                          The use of information technologies to support electronic commerce
                          Tasks such as qualifying leads for targeted marketing, scheduling and tracking direct marketing mailings

Question 3:    ______ software assists customer service reps in helping customers who are having problems with a product or service, by providing relevant service data and suggestions for resolving problems

                         Call center
                          Help desk
                          Sales force automation
                          Customer management
                          Customer circumnavigation

Question 4:    Which one of the following is a characteristic of decision support systems?

                         Provides indirect support designed for many managers
                          Provides information in a prespecified fixed format
                          Provides interactive inquiries and responses
                          Supports structured decisions
                          ALL of the above apply

Question 5:    Which of the following is a benefit of CRM?

                         Reductions in inventory levels
                          Strategic relationship with suppliers
                          Real-time customization and personalization of products and services
                          A and B
                          B and C

Question 6:    What is Enterprise Resource Planning?

                         A cross-functional enterprise system driven by an integrated suite of software modules
                          The use of information technology to integrate and automate customer services
                          A cross-functional inter-enterprise system that uses information technology to help support and manage the links between some of a company’s key business processes and those of its suppliers
                          Software that assures the independence of individual business functions
                          Software that integrates business resources

Question 7:    What is the most expensive part of an ERP?

                         Hardware
                          Software
                          Reengineering
                          Data conversions
                          Training and change management

Question 8:    Which of the following represent the goal of SCM?

                         To create a fast, efficient, and low-cost network of business relationships, or supply chain, to get a company's products from market to concept
                          To create a fast, efficient, and low-cost network of business relationships, or supply chain, to get a company's products from concept to market
                          To create a fast, efficient, and medium-cost network of business relationships, or supply chain, to get a company's products from concept to market
                          To create a network of business relationships, or supply chain, to get a company's products from concept to market
                          ALL pf the above are goals

Question 9:    A successful SCM strategy is based on which of the following?

                         Accurate order processing
                          Just-in-time inventory management
                          Timely order fulfillment
                          All of the above
                          None of the above

Question 10:  Which of the following describes EDI?

                         A set of standards for structuring electronically exchanged information between and within businesses and other groups
                          The use of information technology to integrate and automate customer services
                          The implementation and operation of systems and processes for creating, transmitting, and receiving EDI document
                          A and B
                          A and C