Study Guides (390,000)
CA (150,000)
York (10,000)
ITEC (100)
Final

ITEC 1000 Lecture Notes - Lecture 8: Customer Retention, Call Centre, Customer ServiceExam


Department
Information Technology
Course Code
ITEC 1000
Professor
Peter Khaiter
Study Guide
Final

This preview shows pages 1-3. to view the full 13 pages of the document.
Chapter 08 : Business Across the Enterprise
True / False Questions
1. CRM systems store customer account data in multiple specialized databases and then make it
available throughout a company via Internet, intranet, or other network links.
True False
2. CRM gives sales representatives lagged, but recent, access to a customer's account status and
history before scheduling sales calls.
True False
3. Call center software helps customer service reps assist customers who are having problems with a
product or service by providing relevant service data and suggestions.
True False
4. It costs twice as much to sell to a new customer than it does to sell to an existing one.
True False
5. A company can boost its profits 85 percent by increasing its annual customer retention by only 5
percent.
True False
6. The majority of complaining customers will do business with a company again if it quickly takes
care of the problem.
True False
7. CRM can keep track of when a customer contacts a company, if the customer uses a previous
contact point.
True False
8. The three steps in the customer life cycle are acquire, balance, and retain.
True False
9. Industry research groups report that most CRM projects produce the promised results.
True False
10. CRM software is difficult to install because it often touches many different legacy systems.
True False
11. ERP systems support many vital human resource processes, from personnel requirements
planning to salary and benefits administration.
True False

Only pages 1-3 are available for preview. Some parts have been intentionally blurred.

12. ERP software suites typically consist of integrated modules of manufacturing, distribution, sales,
inventory, and human resource applications.
True False
13. Losses from a failed ERP implementation can run into the hundreds of millions of dollars.
True False
14. In many cases, ERP failures are due to over-reliance on the claims of ERP software vendors.
True False
15. The growth of the Internet and corporate intranets and extranets prompted software companies
to build Web interfaces and networking capabilities into ERP systems.
True False
16. Four important trends are shaping the continuing evolution of ERP: improvements in integration
and flexibility, extensions to e-business applications, a broader reach to new users, and the adoption
of Internet technologies.
True False
17. Some e-business suites disassemble ERP components and integrate them into other modules,
while other products keep ERP as a distinct module in the software suite.
True False
18. According to the textbook case, fragmented internal systems are highly unusual in a company that
experiences rapid growth.
True False
19. Many companies today are turning to Internet technologies to Web-enable their supply chain
processes, decision making, and information flows.
True False
20. EDI software typically converts a company's own document formats into standardized EDI
formats.
True False
21. EDI automatically tracks inventory changes; triggers orders, invoices, and other documents
related to transactions; and schedules and confirms delivery and payment.
True False
22. According to the textbook case, InfoEDI's forms-based interface lets businesses connect to
InfoEDI via modems and Web browsers.
True False

Only pages 1-3 are available for preview. Some parts have been intentionally blurred.

23. Nike's failed SCM implementation cost the firm over $100 million in lost sales, depressed stock
prices, and caused class action lawsuits.
True False
24. Every supply chain application installation requires a hefty up-front investment.
True False
Multiple Choice Questions
25. Managing the full range of the customer relationship involves two related objectives: (1)
providing the organization and all customer-facing employees with a single, complete view of every
customer at every touch and across all channels, and (2) providing _________________________.
A. suppliers with a single, complete view of the internal workings of the company
B. distributors with a single, complete view of the company and its extended channels
C. customers with a single, complete view of the company and its extended channels
D. customers, suppliers, and investors with a complete view of the internal workings of the
company
26. _______________ systems store customer account data in common databases and then make it
available throughout a company via Internet, intranet, or other network links.
A. Enterprise Resource Planning (ERP)
B. Supply Chain Management (SCM)
C. Customer Relationship Management (CRM)
D. Knowledge Management (KM)
27. CRM systems store customer account data in common databases and then make it available
throughout a company via all the following, except: Internet, intranet, or other network links.
A. Internet
B. Intranet
C. Network links
D. Catalogs
28. CRM software uses information technology to create an enterprise wide system that integrates
and automates many of the _______________ processes with which customers interact.
A. sales
B. customer-serving
C. marketing
D. All of the choices are correct.
29. Siebel Systems, Oracle, PeopleSoft, SAP AG, and Epiphany are some of the leading vendors of
__________ software.
A. ERP
B. CRM
C. PRM
D. All of the choices are correct.
You're Reading a Preview

Unlock to view full version