Exam 8: Enterprise Applications: Business Communications

A) The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
B) Integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so employees can make decisions by viewing enterprise-wide information about all business operations
C) A means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability
D) Connects the plans,methods,and tools aimed at integrating separate enterprise system

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A) An unfilled customer order for a product that is out of stock
B) The time it takes to manufacture a product and deliver it to the retailer
C) The agreed upon time between the purchase of a product and the delivery of the product
D) The frequency of inventory replacement

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A) A place where customer service representatives answer customer inquiries and solve problems,usually by email,chat,or phone
B) Allows customers to use the Web to find answers to their questions or solutions to their problems
C) Gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer
D) A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products

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A) How do we dispose of spoiled items?
B) What laws need to be followed for storing hazardous materials?
C) Which items must be refrigerated when being stored and transported?
D) All of these questions

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A) Integration
B) Intelligence
C) Data interchange
D) Demand plan

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

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A) Supplier relationship management
B) Partner relationship management
C) Employee relationship management
D) All of these choices

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A) Plan
B) Source
C) Cost
D) Deliver

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A) Contact center,Web-based self-service,call scripting
B) Sales management,contact management,opportunity management
C) List generator,opportunity management,cross-selling and up-selling
D) List generator,campaign management,cross-selling and Up-selling

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A) Enterprise
B) Resource
C) Planning
D) None of these choices

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A) Eprocurement
B) Elogistics
C) Eprocurement and elogistics
D) None of these choices

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A) The integration of data from multiple sources,which provides a unified view of all data
B) Takes information entered into a given system and sends it automatically to all downstream systems and processes
C) Takes information entered into a given system and sends it automatically to all upstream systems and processes
D) The integration of a company's existing management information systems

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A) Partner relationship management
B) Supplier relationship management
C) Employee relationship management
D) Distributor relationship management

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