ch 11

Advantages of Rapid Application Development include which of the following?

Active involvement of users in the development process Faster development process System better meets user needs Reduction in training costs (All of these)

_________ analyzes customer data for designing and executing targeted marketing campaigns.

Analytical CRM

Which of the following statements concerning CRM is not true?

CRM is designed for companies to interact with their customers as a group.

Computer-aided software engineering tools provide which of the following advantages?

Can produce systems with longer effective operational lives Can produce systems that more closely meet user requirements Can speed up the development process Can produce systems that are more adaptable to changing business conditions (all of the above)

CRM

Customer Relationship Management

The feasibility study addresses which of the following issues?

Economic feasibility Technical feasibility Behavioral feasibility (all of these)

A demand chain refers to the flow of materials, information, money, and services from suppliers to the end customer.

False

A systems analyst is an IS professional who either creates a new software program or is an expert on a certain type of technology.

False

Electronic data interchange does not help much in reducing paper.

False

Supply chain management systems are a type of transaction processing system.

False

Supply chain visibility is the time between the receipt of incoming goods and the dispatch of finished, outbound products.

False

The basic idea behind CRM is to treat all customers in exactly the same way and give them the same great service.

False

Up-selling is the practice of marketing additional related products to customers based on previous purchases.

False (b/c it's when seller induces the customer to buy more expensive items, upgrades, and other add ons to make profit)

CRM systems are designed to focus companies' marketing efforts on a large and broad group of people.

False (there are other groups)

The primary goal of extranets is to do which of the following?

Foster collaboration between and among business partners

The goals of the _________ are to link corporate strategy and IT strategy, approve the allocation of resources for the MIS function, and establish performance measures for the MIS function and see that they are met.

IT steering committee

The _________ is a set of long-range goals that describe the IT infrastructure and identify the major IT initiatives needed to achieve the goals of the organization.

IT strategic plan

Which of the following is not a goal of supply chain management?

Increase business processes

The benefits of open-source CRM include all of the following EXCEPT:

It has more functionality than in-house CRM systems.

The benefits of open-source CRM include all of the following except:

It has more functionality than in-house CRM systems.

Which of the following statements concerning the agile method is not true?

It requires only infrequent user contact.

A typical IS operational plan contains which of the following elements?

Mission of the IS function Summary of the information needs of the functional areas and of the entire organization IS function's estimate of its goals Application portfolio (All of the above)

A call center is a type of customer interaction center.

True

An application service provider is a vendor who assembles the software needed by an enterprise and packages the software with outsourced development, operations, maintenance, and other services.

True

Companies use CRM systems to recreate the intimate personal relationship that once existed between them and their customers.

True

Leasing can be attractive to small- and medium-size organizations that cannot afford major investments in software.

True

Sales force automation is a customer-facing application.

True

The application portfolio in an organization is a set of recommended applications resulting from the planning and justification process in application development.

True

The biggest risk of open-source CRM is quality control.

True

The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.

True

The pull model is most closely associated with mass customization.

True

The push model is most closely associated with mass production.

True

When customers physically enter a store, it is an example of a customer touch point.

True

A check-in kiosk at the airport would be what type of CRM application?

customer touching

Operational CRM systems support the front-office business processes, which directly interact with customers.

false

Purchasing packaged software programs is appropriate when the organization is looking for an easy-to-use and highly customized product.

false

The IT planning process begins with an analysis of the organization's IT infrastructure.

false

The _________ approach to systems development uses specialized tools to automate many of the tasks in the systems development life cycle.

integrated computer-assisted software engineering

_________ are the physical products, raw materials, and supplies that flow along a supply chain.

material flows

The ________ method combines JAD, prototyping, and ICASE tools to produce high-quality systems.

rapid application development

In joint application design, systems analysts interview or directly observe potential users of the new system individually to understand each user's needs.

true

In the downstream segment of the supply chain, managers coordinate the receipt of orders from customers, develop a network of warehouses, select carriers to deliver their products to customers, and develop invoicing systems to receive payments from customers.

true

Leasing software is a good choice for small companies that cannot afford huge IT investments and do not have the resources to manage and maintain the IT they need.

true

Outsourcing is the use of outside contractors or external organizations to acquire IT services.

true

The main advantage of rapid application development is the active involvement of users in the development process.

true

The pull model is most closely associated with mass customization.

true