Question 1

Order processing is a customer-facing process.

Accepted Answer

A) True 
 B)False

Question 2

What is the term that identifies how frequently a customer purchases items?

Accepted Answer

A)   Recency
B)   Frequency
C)   Monetary value
D)   ReportingE) A) and B)
F) A) and D)

Question 3

Which of the following is a customer-facing process?

Accepted Answer

A)   Strategic planning
B)   Order shipping
C)   Training
D)   Tactical planningE) A) and C)
F) All of the above

Question 4

Identify how an organization can use business process reengineering to improve its business.

Accepted Answer

The purpose of BPR is to make all your p...

Question 5

Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is not one of the questions asked during the analyzing phase of CRM?

Accepted Answer

A)   What customers are at risk of leaving?
B)   Why was customer revenue so high?
C)   Why did sales not meet forecasts?
D)   Who are our customers?E) B) and C)
F) A) and B)

Question 7

Which of the following statements is incorrect?

Accepted Answer

A)   CRM reporting technologies help organizations identify their customers across other applications.
B)   CRM analysis technologies help organizations segment their customers into categories, such as best and worst customers.
C)   CRM predicting technologies help organizations make predictions regarding customer behavior, such as which customers are at risk of leaving.
D)   CRM predicting technologies help organizations identify their customers across other applications.E) A) and D)
F) A) and B)

Question 8

Explain the goal of enterprise resource planning.

Accepted Answer

Enterprise resource planning systems pro...

Question 9

What is the key word in ERP?

Accepted Answer

A)   Enterprise.
B)   Resource.
C)   Planning.
D)   All of these.E) A) and D)
F) B) and C)

Question 10

What is a customer-facing process?

Accepted Answer

A)   A standardized set of activities that accomplish a specific task, such as processing a customer's order.
B)   The result in a product or service that is received by an organization's external customer.
C)   An invisible process to the external customer but essential to the effective management of a business which includes goal setting, day-to-day planning, performance feedback, rewards, and resource allocation.
D)   The attempts to understand and measure the current business process, and make performance improvements accordingly.E) A) and B)
F) B) and C)

Question 11

Progressive Insurance used CRM to revamp its insurance claims process.

Accepted Answer

A) True 
 B)False

Question 12

What is business process reengineering?

Accepted Answer

A)   The analysis and redesign of workflow within and between enterprises.
B)   A standardized set of activities that accomplish as specific task, such as processing a customer's order.
C)   Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations.
D)   None of these.E) B) and C)
F) A) and C)

Question 13

Strategic planning is a customer-facing process.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is not a criterion to determine the importance of a process for reengineering practitioners?

Accepted Answer

A)   Is the process broken?
B)   Is the process antiquated?
C)   Does the process fall above best in class?
D)   Is the process crucial for productivity improvement?E) B) and D)
F) B) and C)

Question 15

Charles Schwab has successfully used CRM to collect information through customers' transactions and analyze the information to determine the best way to market to each individual customer.

Accepted Answer

A) True 
 B)False

Question 16

Business process reengineering is the analysis and _________ of workflow within and between enterprises.

Accepted Answer

The answer of Business process reengineering is the analysis and...

Question 17

Order processing is a ________-facing process.

Accepted Answer

The answer of Order processing is a ________-facing process....

Question 18

Which of the following can a customer use to contact an organization?

Accepted Answer

A)   Telephone.
B)   Email.
C)   Web access.
D)   All of these.E) A) and B)
F) A) and C)

Question 19

Describe SCM,CRM,and ERP and the differences among them.

Accepted Answer

Supply chain management (SCM)involves th...

Question 20

Which of the following is not one of the questions asked during the predicting phase of CRM?

Accepted Answer

A)   What is the total revenue by customer?
B)   What products will the customer buy?
C)   Who are the best candidates for a mailing?
D)   What is the lifetime profitability of a customer?E) C) and D)
F) A) and B)

Exam 3: Strategic Initiatives for Implementing Competitive Advantages

Which of the following is not a criterion to determine the importance of a process for reengineering practitioners?

Correct AnswerverifiedShow Answer

Strategic planning is a customer-facing process.

Correct AnswerverifiedShow Answer

What is the key word in ERP?

Correct AnswerverifiedShow Answer

Identify how an organization can use business process reengineering to improve its business.

Correct AnswerverifiedThe purpose of BPR is to make all your p...View AnswerShow Answer

Charles Schwab has successfully used CRM to collect information through customers' transactions and analyze the information to determine the best way to market to each individual customer.

Correct AnswerverifiedShow Answer

Progressive Insurance used CRM to revamp its insurance claims process.

Correct AnswerverifiedShow Answer

What is a customer-facing process?

Correct AnswerverifiedShow Answer

Which of the following statements is incorrect?

Correct AnswerverifiedShow Answer

What is business process reengineering?

Correct AnswerverifiedShow Answer

Which of the following is a customer-facing process?

Correct AnswerverifiedShow Answer

Which of the following can a customer use to contact an organization?

Correct AnswerverifiedShow Answer

Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.

Correct AnswerverifiedShow Answer

Explain the goal of enterprise resource planning.

Correct AnswerverifiedEnterprise resource planning systems pro...View AnswerShow Answer

Describe SCM,CRM,and ERP and the differences among them.

Correct AnswerverifiedSupply chain management (SCM)involves th...View AnswerShow Answer

Which of the following is not one of the questions asked during the predicting phase of CRM?

Correct AnswerverifiedShow Answer

Which of the following is not one of the questions asked during the analyzing phase of CRM?

Correct AnswerverifiedShow Answer

Order processing is a customer-facing process.

Correct AnswerverifiedShow Answer

Order processing is a ________-facing process.

Correct AnswerverifiedShow Answer

What is the term that identifies how frequently a customer purchases items?

Correct AnswerverifiedShow Answer

Business process reengineering is the analysis and _________ of workflow within and between enterprises.

Correct AnswerverifiedShow Answer

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The purpose of BPR is to make all your p...
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Enterprise resource planning systems pro...
View Answer

Correct Answer
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Supply chain management (SCM)involves th...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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