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Exam 8: Enterprise Applications: Business Communications

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Question 91

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The evolution of CRM is reporting,analyzing,and predicting.

A) True
B) False

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Question 92

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What is an organization performing when it asks questions such as "which customers are at risk of leaving"?

A) CRM reporting technologies
B) CRM analyzing technologies
C) CRM processing technologies
D) CRM predicting technologies

E) All of the above
F) B) and D)

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Question 93

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Production and materials management ERP components handle production planning and execution tasks such as demand forecasting,production scheduling,job cost accounting,and quality control.

Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

Supply chain visibility is the ability to view all areas up and down the supply chain.

_________ management systems target sales opportunities by finding new customers or companies for future sales.

Contact center,web-based self-service,and __________ scripting are the three primary operational CRM technologies used in the customer service department.

_________ technologies help organizations identify their customers across applications.

What is it called when distorted product-demand information ripples from one partner to the next throughout the supply chain?

As the business world increasingly shifts from product focus to customer focus,why are most organizations treating existing customers better than in the past?

In the basic supply chain,return refers to supporting customers and product returns.

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects,which optimizes supplier selection.

What accesses organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer?

Which of the following is an extended ERP component?

What is increasing the value of the sale?

Human resource components track ___________ information including payroll,benefits,compensation,performance assessment,and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities.

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

RFM stands for Regency,Frequency,and Monetary.

Which of the following is not a current CRM trend?

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?