Question 1

Which of the following statements about enterprise applications is not true?
A)Enterprise applications require organizational learning.
B)Enterprise applications introduce "switching costs."
C)Enterprise applications are based on organization-wide definitions of data.
D)Enterprise applications require fundamental changes in the way a business operates.
E)Enterprise applications are best implemented when few changes in business processes are required.

Accepted Answer

This statement is not true. Enterprise applications often require significant changes in business processes, as the software is designed to integrate and streamline these processes across different departments or functions. In fact, one of the challenges of implementing enterprise applications is managing these changes and ensuring buy-in from all stakeholders.

Question 2

Identify and describe the two types of customer relationship management applications.

Accepted Answer

The answer of Identify and describe the two types of...

Question 3

Enterprise application vendors are now including ________ features,such as tools for data visualization,flexible reporting,and ad-hoc analysis,as part of the application.
A)social media
B)PRM
C)ERM
D)SOA
E)business intelligence

Accepted Answer

The features mentioned in the question are all related to business intelligence, which is the focus of choice E. Social media (A), PRM (B), and ERM (C) do not typically include these types of features. SOA (D) is a software architecture, not an enterprise application, and does not directly relate to the mentioned features.

Question 4

Using social networking tools to converse with customers is called
A)analytical CRM.
B)social CRM.
C)operational CRM.
D)PRM.
E)ERM.

Accepted Answer

Social CRM refers to using social networking tools to converse with customers and build relationships with them. Analytical CRM involves analyzing customer data to improve business decisions, operational CRM involves streamlining business processes related to customer interactions, PRM (Partner Relationship Management) involves managing relationships with business partners, and ERM (Enterprise Relationship Management) involves managing relationships with all stakeholders in a business.

Question 5

Next-generation enterprise suites use ________ and SOA to link to systems of customers and suppliers.
A)employee relationship management
B)cross-selling
C)just-in-time strategy
D)Web services
E)operational CRM

Accepted Answer

The statement refers to the use of web services and SOA (service-oriented architecture) to link the next-generation enterprise suites with the systems of their customers and suppliers. This integration allows for seamless communication and collaboration between different systems and organizations, thus increasing efficiency and effectiveness. Choices A, B, C, and E are not directly related to the use of web services and SOA in enterprise integration.

Question 6

Which of the following is not an example of next-generation enterprise applications?
A)open-source solutions
B)social CRM
C)solutions incorporating SCM
D)solutions incorporating SOA
E)cloud solutions

Accepted Answer

Solutions incorporating SCM are not an example of next-generation enterprise applications because they are not a new or innovative type of application. SCM solutions have been around for many years and are considered to be a traditional type of enterprise application.

Question 7

Enterprise application vendors have created ________ to make their own customer relationship management,supply chain management,and enterprise systems work closely together with each other.
A)e-business suites
B)ERP systems
C)middleware
D)legacy systems
E)cloud solutions

Accepted Answer

The answer of Enterprise application vendors have created ________ to...

Question 8

Enterprise systems require fundamental changes in the way the business operates.

Accepted Answer

Enterprise systems are integrated software applications that support business processes, information flows, reporting, and data analytics. They require a significant amount of planning and implementation effort and may lead to significant changes in the way a business operates, such as new processes, new roles and responsibilities, and changes in organizational culture.

Question 9

You have been hired by Croydon Visiting Nurse Services,whose business processes are all manual,paper-based processes.How might a CRM system benefit them?

Accepted Answer

The answer of You have been hired by Croydon Visiting...

Question 10

Identify five benefits of customer relationship management systems.

Accepted Answer

The answer of Identify five benefits of customer relationship management...

Quiz 9: Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

Which of the following statements about enterprise applications is not true?

Identify and describe the two types of customer relationship management applications.

Enterprise application vendors are now including ________ features,such as tools for data visualization,flexible reporting,and ad-hoc analysis,as part of the application.

Using social networking tools to converse with customers is called

Next-generation enterprise suites use ________ and SOA to link to systems of customers and suppliers.

Which of the following is not an example of next-generation enterprise applications?

Enterprise application vendors have created ________ to make their own customer relationship management,supply chain management,and enterprise systems work closely together with each other.

Enterprise systems require fundamental changes in the way the business operates.

You have been hired by Croydon Visiting Nurse Services,whose business processes are all manual,paper-based processes.How might a CRM system benefit them?

Identify five benefits of customer relationship management systems.