Midterm Flashcards
____reports include only information that falls outside certain threshold standards
Exception
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?
Ad hoc
To effectively manage my exception, the company must first create
Performance standards
Are interorganizational ERP systems that provide web enabled links between an organization’s key business systems and its customers, suppliers, business partners, and others
ERP II systems
Which of the following is not a process within an information system for human resource management? Benefits administration, firing decisions, peer evaluations, recruiting, training
Firing decisions
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
Customer relationship management
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
Printing a report
Reports summarize the performance of critical activities
Key indicator
Kathy comes to find out that
The previous systems were independent of each other
When interest is credited to your savings account at your bank it is called a
Transaction
Reports are produced at scheduled intervals
Routine
The characteristics of ERP systems include all the following except?
Typically fitting in organizations existing business processes
Enterprise resource planning systems are very ___ software products, meaning that companies typically have to change their ___ took commented how the software functions
Structured, business processes
Routine reports are produced at scheduled intervals and have set data requirements. ___ reports are used when requirements are not routine
Ad hoc
Data that been processed by the organizations _____ are inputs into the organizations database
Transaction processing systems
Which of the following is false about your ERP II systems?
These ERP systems have no optional modules
Which of the following was not included in earlier ERP systems?
Sales and marketing
Referred to close in case number two Hilton embraces collaboration with information technology partners which of the following is false?
The technology patterns the Hilton shows were not able to work together
____ integrate the planning, management, and use of all organizations resources and are designed to tightly integrate the functional areas of the organization
Enterprise resource planning systems
Which of the following is not a function of functional area information systems?
Providing data from business events to the corporate database
The drawbacks of ERP systems include all the following except
They consist of modules
Are the most successful solutions or problem-solving methods for achieving a business objective
Best practices
Which of the following is not a process within an information system for accounting and finance?
Inventory management
Kathy won’t be using
Operations management
Greg is mowing lawns in the neighborhood for the summer. The most fundamental information system greg will need is
a transaction processing system
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?
Exception
Which of the following is not a characteristic of a transaction processing system?
Small amounts of data or processed
Business transactions that are processed as they occur as example of
OLTP
Which of the following has not been identified as a reason for ERP implementation failure?
Lack of documentation
Enterprise resource planning systems of ___ of the overall organization
Business process
Kathy these are called
Best practices
Crediting interest to your savings account at your bank once a month is called a
Process
Is the practice of marketing additional related products to customers based on a previous purchase
Cross-selling
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
Up-selling
Systems provide interactive communication with the customer throughout the organization
Collaborative CRM
____occurs when a business sells a group of products or services together at a lower price than the combined individual prices of the products
Bundling
____ System study customer behavior and perceptions to provide business intelligence
Analytical CRM
Which of the following is not a customer touch point?
None of the above all are touch points
____ is the selling strategy which the business person will provide customers the opportunity to purchase higher value related products
Up-Selling
Which of the following statements about loyalty programs is false?
The purpose of loyalty programs is to reward past behavior
Research ideas about business 12.3 Starbucks loyalty program goes mobile which of the following is true?
An organization has to act on post about itself on Twitter and Facebook
_____ are simple tools used for answering repetitive customer questions
Frequently asked questions
The complete data on a customer is called
360° view
The sales, marketing, and service functions are part of?
Operational CRM
_____ create statistical models of customer behavior in the value of the customer relationships over time
Analytical CRM
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?
The app has only tangible results
Which of the following is an important enabler of CRM?
Recognizing that there are many customer touch points
Refer to opening case induplast some of the advantages that a business can capitalize on by implementing a CRM and include
All of the above
Potential problems with on-demand CRM include all the following except
It increases cost for the organization
Electronic CRM applications are considered to be which type of CRM application?
Customer touching
The benefits of open source CRM include all of the following except
It has more functionality than in house CRM systems
System support the front office business processes which directly interact with customers
Operational CRM
Which of the following is not a customer touching CRM application?
Shopping cart
Is a CRM system that is hosted by an external vendor in the vendors data center
On-demand CRM
Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:
Customer relationship management staters were devolped
Kathy data from online sales?
E business
___ is a form of ____
bundling, cross selling
Which of the following is the most important enabler of the 360-degree view of the customer across an organization?
the organizations data warehouse
_____ includes those areas where customers directly interact with the company.
customer facing CRM
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:
bundling
In _____, company representatives use multiple communication channels to support their customers’ communications preferences.
customer interaction centers
Which of the following best describes CRM?
a way of thinking and acting
_____ are applications and technologies with which customers interact and typically help themselves.
customer-touching applications
Refer to Closing Case #2 - British Gymnastics: Which of the following is false about British Gymnastics CRM efforts?
If british Gymnastics continues to grow at the present rate, it will need to implement a new CRM
In _____, company representatives use multiple communication channels to support their customers’ communications preferences.
customer interaction centers
Which of the following statements is false?
Data consolidation and a 360-degree view mean the same thing
which of the following statements concerning customer interaction centers is false?
in inboard telesales, the customer calls the CIC
