Information Systems 220 Exam 4
c) bundling (correct)
. 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: a) up-selling b) cross-selling c) bundling d) customer relationship management e) customer intimacy
c) A system that examines customer behavior and perceptions to provide business intelligence. (correct)
. Analytical CRM is a) An organizational strategy that is customer-focused and customer-driven. b) An organizational strategy that uses data consolidation and 360-degree view of the customer to communicate information about the customer to all relevant functions. c) A system that examines customer behavior and perceptions to provide business intelligence. (correct) d) A system that focuses on sales force automation and campaign management.
d) All of these. (correct)
. Analytical customer relationship management systems provide information for a) Designing and executing targeted marketing campaigns. b) Product development. c) Financial forecasting and customer profitability analysis. d) All of these.
d) All of these are touch points. (correct)
. Customer touch points include a) Actual physical interactions with customers that take place in a store. b) Store visits, direct mailings, and telephone calls. c) Internet-based activities such as e-mail, Web sites, and Twitter. d) All of these are touch points.
a) Customer interaction centers. (correct)
. If a customer begins a chat with a target.com representative and ends up on the phone with that person to discuss an issue, this activity has involved multiple _______________. (a) Customer interaction centers. (b) Customer engagement centers. (c) Coupon interaction systems. (d) Company interaction centers.
e) customer interaction centers (correct)
. In _____, company representatives use multiple communication channels to support their customers' communications preferences. a) telesales rooms b) group decision support rooms c) videoconferencing centers d) sales team meetings e) customer interaction centers
d) All of these are benefits. (correct)
. The benefits of enterprise resource planning systems include a) Increasing an organization's ability to react quickly to changing business condition. b) Providing decision support on performance across functional areas. c) Integrating the organization's functions into cross-functional processes. d) All of these are benefits.
c) it has more functionality than in-house CRM systems (correct)
. The benefits of open-source CRM include all of the following except: a) it is easy to customize b) it is favorably priced c) it has more functionality than in-house CRM systems d) updates and error fixes occur rapidly e) it has extensive support information available
b) Functional area information systems easily communicate with each other. (correct)
. Which of the following is false? a) Functional area information systems were usually developed independently. b) Functional area information systems easily communicate with each other. c) ERP systems are designed to integrate business processes. d) ERP systems use a common database. e) ERP systems integrate functional areas within an organization.
a) up-selling (correct)
. You are in the market for a small economy car. The salesperson has you drive the economy car, and then hands you the keys to a mid-sized car of the same brand for you to drive. The salesperson is engaged in: a) up-selling b) cross-selling c) bundling d) customer relationship management e) customer intimacy
d) Customer-touching applications (correct)
. _____ are applications and technologies with which customers interact and typically help themselves. a) Customer-facing CRM applications b) Up-selling activities c) Inbound telesales d) Customer-touching applications e) Outbound telesales
d) Enterprise resource planning systems (correct)
. _____ integrate the planning, management, and use of all of an organization's resources, and are designed to tightly integrate the functional areas of the organization. a) Transaction processing systems b) Supply chain management systems c) Functional area information systems d) Enterprise resource planning systems e) Corporate extranets
c) Exception (correct)
. _____ reports include only information that falls outside certain threshold standards. a) Ad hoc b) Routine c) Exception d) Detailed e) Key indicator
c) Drill-down (correct)
. _____ reports show a greater level of detail than is included in routine reports. a) Ad hoc b) Routine c) Drill-down d) Key-indicator e) Exception
d) Analytical CRM (correct)
. _____ systems study customer behavior and perceptions to provide business intelligence. a) CRM b) Collaborative CRM c) Operational CRM d) Analytical CRM e) Transactional CRM
c) Operational CRM (correct)
. _____ systems support the front-office business processes which directly interact with customers. a) CRM b) Collaborative CRM c) Operational CRM d) Analytical CRM e) Transactional CRM
(c) Routine reports. (correct)
. ___________ are produced at scheduled intervals. (a) Exception reports. (b) Drill-down reports. (c) Routine reports. (d) Ad-hoc reports. (e) Comparative reports.
d) Ad-hoc reports. (correct)
. ___________ are produced on demand with specific data requirements. (a) Exception reports. (b) Drill-down reports. (c) Routine reports. (d) Ad-hoc reports. (e) Comparative reports.
c) Frequently asked questions (correct
._____ are simple tools for answering repetitive customer questions. a) Personalized Web pages b) Customized products and services c) Frequently asked questions d) E-mail systems e) Automated Section reference 1 systems
c) Customer-facing CRM
._____ includes those areas where customers directly interact with the company. a) CRM b) Analytical CRM c) Customer-facing CRM d) Customer-touching CRM e) Transactional CRM
c) The POM function within an organization monitors sales.
21. Which of the following is false? a) Inventory management determines how much inventory to order. b) Large companies allow their vendors to manage their inventory. c) The POM function within an organization monitors sales. d) Quality control used by manufacturing units uses metrics. e) Computer systems are used to integrate all aspects of product design.
c) business process (correct)
A _____ is a set of related steps or procedures designed to produce a specific outcome. a) business function b) business goal c) business process d) business strategy e) business operation
c) transaction (correct)
A _____ is any business event that generates data worthy of being captured and stored in the organization's database. a) function b) process c) transaction d) decision e) calculation
b) Customer-touching (correct)
A check-in kiosk at the airport is which type of CRM application? a) Inbound telesales b) Customer-touching c) Outbound telesales d) Sales e) Customer-facing
b) Customer touching (correct)
A check-in kiosk at the airport would be what type of CRM application? a) Inbound telesales b) Customer touching c) Outbound telesales d) Sales e) Customer facing
b) customer relationship management system (correct)
A(n) _____ is software that helps companies acquire and retain customers. a) enterprise resource planning system b) customer relationship management system c) supply chain management system d) transaction processing system e) functional area information system
C-Analyzing customer profiles and preferences
Accounting and finance functional area information systems support all of the following activities except a-Managing organizational investments in stocks, bonds, and other investment vehicles b-Calculating the availability and cost of money c-Analyzing customer profiles and preferences d-Monitoring expenditures and comparing them against the budget.
a) Automate service requests, complaints, product returns, and requests for information. (correct)
Analytical customer relationship management systems a) Automate service requests, complaints, product returns, and requests for information. b) Automatically record all of the components in a sales transaction process, including all contacts made with a customer. c) Create statistical models to forecast the acquisition, retention, and loss of customers. d) All of these
c-OLTP
Business transactions that are processed as they occur is an example of a-batch processing b-source data automation c-OLTP d-TPS e-ESS
a-process
Crediting interest to your savings account at your bank once a month, it is called a: a-process b-function c-calculation d-transaction e-decision
b) Markets products to customers based on previous purchases (e.g., Amazon recommends books that are similar to previous book purchases). (correct)
Cross-selling is a sales strategy that a) Provides the customer the opportunity to purchase products or services with a higher value than the customer's original selection. b) Markets products to customers based on previous purchases (e.g., Amazon recommends books that are similar to previous book purchases). c) Allows customers to configure the components of the product or service they select (e.g., The Gap allows customers to "mix and match" an entire wardrobe). d) Uses a customer's past pattern of buying to influence future purchases (e.g., airlines give various rewards to frequent flyers).
d) All of these. (correct)
Customer relationship management is important to organizations because a) In an Internet-based marketplace, it is very easy for customers to move to a competitor. b) Maintaining positive relationships with customers creates value for the organization. c) Data about customers can be located in different functional areas such as accounting and logistics. d) All of these.
c) Manages e-mail distribution, scheduling, billing, and customer information. (correct
Customer relationship management software a) Is rarely used in large organizations because these organizations have too many different types of customers with diverse tastes and preferences. b) Tracks data on activities such as products manufactured, services sold, people hired, and payroll checks generated. c) Manages e-mail distribution, scheduling, billing, and customer information. d) None of these are correct.
d) All of these. (correct)
Customer-facing applications are operational CRM systems that can a) Automate service requests, complaints, product returns, and requests for information. b) Automatically record all of the components in a sales transaction process, including all contacts made with a customer. c) Enable marketers to identify the best customers, manage marketing campaigns, and generate leads for the sales team. d) All of these.
(c) Data. (correct)
Data flow diagrams are used to show how __________ flow through a system. (a) People. (b) Paper. (c) Data. (d) B and C.
c-transaction processing systems
Data that have been processed by the organization's ______ are inputs into the organization's database. a-office automation systems b-functional area info systems c-transaction processing systems d-decision support systems e-digital dashboards
e) structured, business processes (correct)
Enterprise resource planning systems are very _____ software products, meaning that companies typically have to change their _____ to accommodate how the software functions. a) unstructured, business processes b) structured, reporting relationships c) structured, accounting processes d) unstructured, inventory control e) structured, business processes
d) business process
Enterprise resource planning systems take a(n) _____ view of the overall organization. a) user's b) management c) functional d) business process e) transactional
d-None of these are correct
Functional area information systems include which of the following advantages? a-They provide real-time, wireless connections between areas such as accounting and marketing. b-They are more useful to an organization than enterprise systems because they focus exclusively on a specific area, e.g., accounting, production, finance, or human resources c-They provide cross-functional reports that are useful to upper-level management d-None of these are correct
d- All of them
It is important to have a working knowledge of information systems within organizations because a-Employees regularly assess data from their firm's info systems b-Employees use info from reports generated by the info system to perform their jobs efficiently c-Employees have an impact on the format and content of reports generated by info systems. d- All of these
e) touch point (correct)
Methods that organizations use to interact with their customers are called: a) point of presence b) the CRM point c) market entry point d) channel point e) touch point
b-high, repetitive, easy
Organization transactions are typically _______ volume, _______, and therefore ________ to computerize a-low, repetitive, difficult b-high, repetitive, easy c-high, different, difficult d-low, different, easy e-high, different, easy
a) Maximizing revenue stream from a given customer over multiple years. (correct)
Organizational goals for customer relationship management include a) Maximizing revenue stream from a given customer over multiple years. b) Maximizing profit from current sales to a customer. c) Maximizing customer churn. d) All of these are goals for CRM
d) customer relationship management systems were developed (correct)
Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except: a) people move from farms to cities b) consumers became mobile c) supermarkets and department stores proliferated d) customer relationship management systems were developed e) the Internet grew rapidly
B-Calculating the availability and cost of money
Production/operations and logistics functional area info systems support all of the following activities except a-Determining how much inventory to order b-Calculating the availability and cost of money c-Controlling for defects in goods produced d-Computer-assisted manufacturing
A-Are produced at scheduled intervals
Routine Reports a-Are produced at scheduled intervals b-Include only info that falls outside certain threshold standards c-Are prepared when managers ask for specific info d-All of these
a) Ad hoc (correct)
Routine reports are produced at scheduled intervals and have set data requirements. _____ reports are used when requirements are not routine. a) Ad hoc b) Summary c) Drill-down d) Key-indicator e) Exception
d) typically fitting an organization's existing business processes (correct)
The characteristics of ERP systems include all of the following except: a) integrating the planning, management, and use of all resources of the organization b) providing information necessary to control the business processes of the organization c) including a set of interdependent software modules d) typically fitting an organization's existing business processes e) they are expensive and time-consuming
e) all of the these (correct)
The characteristics of ERP systems include which of the following? a) integrate the planning, management, and use of all resources of the organization b) provide information necessary to control the business processes of the organization c) include a set of interdependent software modules d) may force companies to change existing business processes to fit predetermined business processes of the ERP package e) all of the these
c) a 360-degree view (correct)
The complete data on a customer is called: a) a profile b) a record c) a 360-degree view d) a file e) a consolidated customer map
e) They consist of modules (correct)
The drawbacks of ERP systems include all of the following except: a) They are complex b) They are expensive c) They are time-consuming to implement d) Companies may need to change existing business processes to fit the software e) They consist of modules
d-transaction processing systems
The most fundamental info systems in an organization are: a-office automation systems b-decision support systems c-functional area info systems d-transaction processing systems e-business intelligence systems
c) operational CRM (correct)
The sales, marketing, and service functions are part of: a) CRM b) analytical CRM c) operational CRM d) collaborative CRM e) Transactional CRM
a) performance standards (correct)
To effectively manage by exception (i.e., use exception reports), the company must first create: a) performance standards b) best practices c) user information requirements d) a database e) employee evaluation guides
b- Track data on activities such as products manufactured, services sold, people hired, and payroll checks generated.
Transaction Processing Systems a-Are rarely used in large organizations because these organizations have too many different types of transactions to be processed by a single system. b-Track data on activities such as products manufactured, services sold, people hired, and payroll checks generated. c-Usually rely on clerks to enter the transaction data into the system based on paper documents d- None of these
d) customer-touching CRM (correct)
When customers help themselves, often through electronic touch points, this process is called: a) CRM b) analytical CRM c) customer-facing CRM d) customer-touching CRM e) Transactional CRM
d-transaction
When interest is credited to your savings account at your bank, it is called a: a-process b-function c-calculation d-transaction e-decision
c) Exception (correct)
When 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? a) Ad hoc b) Routine c) Exception d) Detailed e) Key indicator
b) live chat (correct)
Which of the following allows customers to connect to a company representative and conduct an instant messaging session? a) information help desk b) live chat c) customer interaction center d) teleconference e) videoconference
d) a way of thinking and acting (correct)
Which of the following best describes CRM? a) a process b) a set of technologies c) an information system d) a way of thinking and acting
(a) To enhance financial forecasting and customer profitability analysis. (correct)
Which of the following best describes one of the purposes of implementing an analytical CRM system? (a) To enhance financial forecasting and customer profitability analysis. (b) To keep records of day-to-day business transactions. (c) To improve the scalability of the corporate database. (d) To integrate an organization's information system with those of its suppliers. (e) To allow a company to streamline its logistical operations in its supply chain.
a) Storefront signage displaying a sale at Target. (correct)
Which of the following does NOT describe a customer touching CRM? (a) Storefront signage displaying a sale at Target. (b) Customer touch screens to help the shopping experience. (c) FAQ about how to order online at target.com. (d) Personalized Web pages at target.com based on history.
c) Lack of documentation (correct)
Which of the following has not been identified as a reason for ERP implementation failure? a) Failure to include affected employees in planning b) The complexity of the planning c) Lack of documentation d) Insufficient training e) No change management processes
a) recognizing that there are many customer touch points (correct)
Which of the following is an important enabler of CRM? a) recognizing that there are many customer touch points b) recognizing the necessity of treating all customers the same c) recognizing the need for sophisticated CRM information systems d) recognizing the need for sophisticated customer databases e) recognizing the need for a data warehouse
e) These ERP systems have no optional modules. (correct)
Which of the following is false about ERP II systems? a) They utilize the Web. b) They include human resources processes. c) Functionality is delivered as e-business suites. d) They support internal- facing applications as well as external-facing applications. e) These ERP systems have no optional modules.
b) An organization doesn't have to use the business processes coded into the ERP. (correct)
Which of the following is false? a) Breaking down functional silos makes an organization more adaptive. b) An organization doesn't have to use the business processes coded into the ERP. c) ERP systems change an organization's business processes. d) ERP systems are time consuming to implement. e) ERP systems require functional areas to work together.
b) ERP systems look the same to users as functional information systems. (correct)
Which of the following is false? a) ERP systems are an evolution of functional information systems. b) ERP systems look the same to users as functional information systems. c) ERP systems have much the same functionality as functional information systems. d) ERP systems produce the same reports as functional information systems. e) ERP systems use the same data as functional information systems.
B-Info systems are only used by large organizations
Which of the following is false? a- Corporate data is supplied by transaction processing systems b-Info systems are only used by large organizations c-Reports from info systems are used in all levels of the organization d-Data from TPS systems feeds ERP systems. e-Info systems within an organization support internal and external processes
a-TPS need large computers to process the transactions.
Which of the following is false? a-TPS need large computers to process the transactions. b-Business transactions can be processed when they occur c-Business transactions can be processed after they occur d-Data for transactions can be collected by sensors e-A transaction is a business event
(b) On-demand CRM. (correct)
Which of the following is most likely to be a cloud-based CRM? (a) Open-source CRM. (b) On-demand CRM. (c) Mobile CRM. (d) Analytical CRM.
a-small amounts of data are processed
Which of the following is not a characteristic of a transaction processing system? a-small amounts of data are processed b-sources of data are mainly internal c-low computation complexity d-high level accuracy, data integrity, and security e-high level of detail
e) none of the above - all are touch points (correct)
Which of the following is not a customer touch point? a) telephone contact b) e-mail c) Web sites d) customer visits to a store e) none of the above - all are touch points
e) Shopping cart (correct)
Which of the following is not a customer-touching CRM application? a) FAQs. b) Loyalty programs. c) Personalized Web Pages d) Automated e-mail Section reference 1. e) Shopping cart
d-providing data from business events to the corporate database
Which of the following is not a function of functional area info systems? a-providing info to managers in the functional areas b-supporting the managerial tasks of planning, organizing, and controlling operations c-providing info mainly in the form of reports d-providing data from business events to the corporate database e-providing analysis capabilities to middle level managers and staff
d) providing data from business events to the corporate database (correct)
Which of the following is not a function of functional area information systems? a) providing information to managers in the functional areas b) supporting the managerial tasks of planning, organizing, and controlling operations c) providing information mainly in the form of reports d) providing data from business events to the corporate database e) providing analysis capabilities to middle level managers and staff
c-Inventory management
Which of the following is not a process within an info system for Accounting and Finance? a-Budgeting b-managing currencies c-Inventory management d-auditing e-expense management
b-firing decisions
Which of the following is not a process within an info systems for human resource management a-benefits administration b-firing decisions c-peer evaluations d-recruitment e-training
(c) Smart phones. (correct)
Which of the following is not an essential technology that enable an analytical CRM system? (a) Data warehouses. (b) Data mining. (c) Smart phones. (d) Business intelligence
d-printing a report
Which of the following is not an example of a transaction? a-a person hired b-a payroll check generated c-a service sold d-printing a report e-checking out at Walmart
b) the organization's data warehouse (correct)
Which of the following is the most important enabler of the 360-degree view of the customer across an organization? a) the organization's database b) the organization's data warehouse c) the organization's CRM systems d) the organization's collaborative CRM systems e) the organization's analytical CRM systems
d- The actual processing of a transaction has to be standard
Which of the following is true? a- Transactions are only critical to the area they occur in b-Transactions can only involve one database c-Transactions can only involve one computer d-The actual processing of a transaction has to be standard e-Transactions generate a small volume of data
b) CRM constitutes a specific use of technology. (correct)
Which of the following statements concerning customer relationship management is false? a) CRM is a customer-driven strategy. b) CRM constitutes a specific use of technology. c) Building long-term relationships with customers creates value for the organization. d) It costs more to bring a customer back from a competitor than it does to keep him or her satisfied in the first place. e) The basic concept behind CRM is to treat different customers differently.
a) Data consolidation and a 360-degree view mean the same thing. (correct)
Which of the following statements is false? a) Data consolidation and a 360-degree view mean the same thing. b) Data about customers in various functional areas were difficult to share. c) Collaborative CRM systems enable customers to provide direct feedback to the organization d) CRM systems use a data warehouse to make all customer data available to every unit of the business. e) Organizations can use blogs for customer input about their products and services.
c) Customer relationship management represents a major break with personal marketing. (correct)
Which of the following statements is not true? a) Customer relationship management is an organizational strategy that is customer-focused and customer-driven. b) Customer relationship management is a way of thinking and acting in a customer-centric fashion. c) Customer relationship management represents a major break with personal marketing. d) Customer relationship management helps companies acquire new customers and retain existing profitable customers.
a) Sales and Marketing (correct)
Which of the following was not included in early ERP systems? a) Sales and Marketing b) Inventory Control c) Order Entry d) Distribution e) Raw materials management
(c) Routine reports. (correct)
You would expect ___________________ in a dashboard. (a) Exception reports. (b) Drill-down reports. (c) Routine reports. (d) Ad-hoc reports. (e) Comparative reports.
b) Analytical CRM (correct)
_____ analyze customer data for designing and executing targeted marketing campaigns. a) CRM b) Analytical CRM c) Operational CRM d) Collaborative CRM e) Transactional CRM
e) ERP II systems (correct)
_____ are interorganizational ERP systems that provide Web-enabled links between an organization's key business systems and its customers, suppliers, business partners, and others. a) Functional area information systems b) Supply chain management systems c) Transaction processing systems d) Office automation systems e) ERP II systems
b) Best practices (correct)
_____ are the most successful solutions or problem-solving methods for achieving a business objective. a) Business functions b) Best practices c) Optimal strategies d) Business processes e) Enterprise solutions
c) Customer-facing CRM (correct)
_____ includes those areas where customers directly interact with the company. a) CRM b) Analytical CRM c) Customer-facing CRM d) Customer-touching CRM e) Transactional CRM
d) On-demand CRM (correct)
_____ is a CRM system that is hosted by an external vendor in the vendor's data center. a) Mobile CRM b) Analytical CRM c) Operational CRM d) On-demand CRM e) Customer-facing CRM
b) Bundling, cross-selling (correct)
_____ is a form of _____. a) Up-selling, re-selling b) Bundling, cross-selling c) Up-selling, bundling d) Cross-selling, re-selling e) Re-selling, additional selling
d) Sales force automation (correct)
_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process. a) Inbound telesales b) Outbound telesales c) Sales team efforts d) Sales force automation e) The customer help desk
e) Cross-selling (correct)
_____ is the practice of marketing additional related products to customers based on a previous purchase. a) Bundling b) Up-selling c) Re-selling d) Additional selling e) Cross-selling
b) Routine (correct)
_____ reports are produced at scheduled intervals. a) Ad hoc b) Routine c) Exception d) Detailed e) Key indicator
e) Key indicator (correct)
_____ reports summarize the performance of critical activities. a) Ad hoc b) Routine c) Exception d) Detailed e) Key indicator
b) Collaborative CRM (correct)
_____ systems provide interactive communication with the customer throughout the organization. a) CRM b) Collaborative CRM c) Operational CRM d) Analytical CRM e) Transactional CRM
(a) Exception reports. (correct)
___________ are based on performance standards. (a) Exception reports. (b) Drill-down reports. (c) Routine reports. (d) Ad-hoc reports. (e) Comparative reports.
(e) Comparative reports. (correct)
___________ show different sets of data side by side. (a) Exception reports. (b) Drill-down reports. (c) Routine reports. (d) Ad-hoc reports. (e) Comparative reports.
