Chapter 8 : Enterprise Business Systems (MCQ)

Chapter 8

1. Which of the following statement is true about CRM?
1. CRM software helps sales, marketing. and service professionals capture and track relevant data about even’ past and planned contact with prospects and competitors, as well as other business and life cycle events of customers.
2. CRM software helps sales, marketing. and service professionals capture and track relevant data about even’ past and planned contact with prospects and customer, as well as other business and life cycle events of customers.
3. CRM software helps sales, marketing. and service professionals capture and track relevant data about even’ past and planned contact with prospects and business partners, as well as other business and life cycle events of customers.

2. CRM systems help marketing professionals accomplish direct marketing campaigns by automating such tasks as qualifying leads for targeted marketing, and scheduling and tracking direct marketing mailings.                                                                  A.  True                                B.  False

3. According to your textbook, the customer service and support related CRM usually contains all of the following software except:
1. Call Center          b.  Help desk      C.  POS Center                   D.  Web-enabled self service

4. Which of the following statement is true regarding the retention and loyalty programs?
1. It costs six times more to sell to a new customer than to sell to an existing one.
2. A typical dissatisfied customer will tell eight to ten people about his or her experience.
3. The odds of selling a product to a new customer are 15 percent, whereas the odds of selling a product to an existing customer are 50 percent.
4. Seventy percent of complaining customers will do business with the company again if it quickly takes care of a service problem.

A) All of the above                  B) a & c                 C) b & d                D) None of the above

5. The three phases of CRM are:
1. Acquire, enhance and regain                      b.  Accept, enhance and retain

c.    Acquire, entertain and retain                      d.  Acquire, enhance and retain

6. The business benefits of customer relationship management are not guaranteed and, instead, have proven elusive at many companies.                       A.  True                                B.  False

7. Which of the following is the most familiar reason of CRM failure?
1. Lack of understanding & preparation    
2. Participation of business stakeholders
3. None of above
4. All of the above

8. All of the following are the leading ERP vendors except?
1. Oracle                   b.  PeopleSoft                   c.  J. D. Edwards                                     d. PVC Onwards

9. Partner relationship management (PRM) systems apply many- of the same tools used in CRM systems to enhance collaboration between a company and its business partners, such as distributors and dealers, to better coordinate and optimize sales and services to customers across all marketing channels.                                        A.  True                                B.  False

10. Enterprise resource planning:
1. Is a cross-functional enterprise system driven by non-integrated suite of software modules that supports the basic internal business of a company?
2. Is a cross-frictional enterprise system driven by integrated suite of software modules that supports the basic internal business of a company?
3. Is a cross-functional enterprise system driven by integrated suite of software modules that supports the basic external business of a company?
4. Is a cross-functional enterprise system driven by integrated suite of software modules that supports the basic internal business of a company?

11. ERP systems support many vital human resource processes, from personnel requirements planning to salary and benefits administration, and accomplish most required financial record-keeping and managerial accounting applications.                                       A.  True                                B.  False

12. All of the following are the business value of ERP except:
1. Quality and Efficiency
2. Increased cost
3. Decision support
4. Enterprise agility

13. The goal of SCM is to efficiently manage supply process by forecasting demand; controlling inventory; enhancing the network of business relationships a company has with customers, suppliers, distributors, and others; and receiving feedback on the status of every link in the supply chain.                                                           

                                                       A.  True                                             B.  False

14. Supply Chain Management is a cross—functional intra-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, customers, and business partners.                        A.  True                                            B.  False

15. Which of the following is one of the earliest uses of information technology for supply chain management?
1. CDI                         b.  EDI                   c.  PYI                    d.  NAI