Chapter 9, 11, And Appendix D
- 1.
What is CRM?
- A.
A strategy
- B.
A technology
- C.
Both a technology and a strategy
- D.
Neither a technology nor a strategy
Correct Answer
C. Both a technology and a strategyExplanation
CRM stands for Customer Relationship Management. It is a comprehensive approach that combines both technology and strategy to manage and improve customer relationships. CRM technology refers to the software and tools used to collect, analyze, and utilize customer data, while CRM strategy involves the implementation of processes and practices to effectively engage and retain customers. By integrating technology and strategy, CRM helps businesses streamline their customer interactions, enhance customer satisfaction, and ultimately drive growth and profitability.Rate this question:
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- 2.
As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past?
- A.
Existing customers are the best source of profitable and sustainable revenue growth
- B.
In the age of e-business, an organization is guaranteed a favorable customer base and satisfying them is easier than ever
- C.
Organizations cannot depend on using statistical analysis or value formulas such as Recency, Frequency, and Monetary to gain insight into customer behavior or buying patterns
- D.
Placing customers at the forefront of all thinking and decision making requires very little operational and technology changes
Correct Answer
A. Existing customers are the best source of profitable and sustainable revenue growthExplanation
Existing customers are the best source of profitable and sustainable revenue growth. This is because they have already shown interest in the organization's products or services and have made a purchase in the past. By treating existing customers better than in the past, organizations can foster customer loyalty and encourage repeat purchases. Additionally, satisfied existing customers are more likely to recommend the organization to others, leading to potential new customers and further revenue growth.Rate this question:
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- 3.
There are three phases in the evolution of CRM: (1) reporting, (2) analyzing, and (3) predicting. What do CRM predicting technologies help organizations accomplish?
- A.
Make predictions regarding customer behavior such as which customers are at risk of leaving
- B.
Segment their customers into categories such as best and worst customers
- C.
Identify their customers across other application
- D.
All the above
Correct Answer
A. Make predictions regarding customer behavior such as which customers are at risk of leavingExplanation
CRM predicting technologies help organizations make predictions regarding customer behavior such as identifying which customers are at risk of leaving. This allows organizations to proactively take measures to retain those customers and prevent churn. By analyzing customer data and patterns, CRM predicting technologies can provide insights into customer behavior and preferences, helping organizations make informed decisions and strategies to improve customer satisfaction and loyalty.Rate this question:
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- 4.
1. How is using CRM along with business intelligence allowing organizations to make better, more informed decisions?
- A.
By using business intelligence, organizations can finally determine what they do better than their competitors
- B.
Relying on business intelligence, organizations can determine everything from which type of marketing and sales campaign to launch, to which customers to target, at what time
- C.
By using business intelligence, a PRM system can determine what customers want and need, so an organization can contact them with this information
- D.
Relying on business intelligence, a SRM system can help reveal e-mail campaigns that do not overlap with other marketing efforts
Correct Answer
B. Relying on business intelligence, organizations can determine everything from which type of marketing and sales campaign to launch, to which customers to target, at what timeExplanation
By using business intelligence, organizations can analyze data and gain insights that help them make better decisions. This includes determining the most effective marketing and sales campaigns to launch, identifying the target audience, and determining the best timing for these initiatives. Business intelligence allows organizations to understand customer preferences and needs, enabling them to tailor their communications and offerings accordingly. Additionally, it helps in avoiding overlaps or conflicts between different marketing efforts, ensuring a more streamlined and effective approach. Overall, leveraging business intelligence in conjunction with CRM enables organizations to make more informed decisions and optimize their strategies.Rate this question:
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- 5.
1. What is the overall process for developing information systems from planning and analysis through implementation and maintenance?
- A.
Systems development life cycle
- B.
Project management
- C.
Systems management
- D.
Project development life cycle
Correct Answer
A. Systems development life cycleExplanation
The overall process for developing information systems from planning and analysis through implementation and maintenance is known as the systems development life cycle. This cycle includes several phases such as requirements gathering, system design, coding, testing, implementation, and maintenance. It is a structured approach that ensures the successful development and deployment of information systems. Project management and systems management are related but distinct concepts that may be part of the overall systems development life cycle, but they do not encompass the entire process.Rate this question:
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- 6.
1. What is the success rate for a project using the waterfall methodology?
- A.
1 in 10
- B.
2 in 10
- C.
4 in 10
- D.
8 in 10
Correct Answer
A. 1 in 10Explanation
The success rate for a project using the waterfall methodology is 1 in 10. This means that out of every 10 projects that use the waterfall methodology, only one is successful. The low success rate suggests that the waterfall methodology may not be the most effective approach for managing projects.Rate this question:
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- 7.
1. Which of the following is an evaluation criteria used to prioritize software development projects?
- A.
Value chain analysis
- B.
Strategic alignment
- C.
Resource availability
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
All of the mentioned evaluation criteria - value chain analysis, strategic alignment, and resource availability - are used to prioritize software development projects. Value chain analysis helps in understanding the value added by each activity in the development process. Strategic alignment ensures that the project aligns with the overall goals and objectives of the organization. Resource availability assesses the availability of necessary resources like budget, manpower, and technology. Considering all these criteria together helps in making informed decisions and prioritizing projects effectively.Rate this question:
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- 8.
1. Which of the following is a business-related consequence of failing software?
- A.
Decrease productivity
- B.
Damage to brand reputation
- C.
Incur liabilities
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
Failing software can have various business-related consequences. Decrease in productivity occurs when employees are unable to perform their tasks efficiently due to software failures. Damage to brand reputation can occur if customers experience issues with the software, leading to a loss of trust and credibility. Incurring liabilities can happen if the software failure results in legal actions or financial losses for the business. Therefore, all of these consequences can be attributed to failing software.Rate this question:
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- 9.
1. What is the analysis phase in the SDLC?
- A.
Involves establishing a high-level plan of the intended project and determining project goals
- B.
Involves analyzing end-user business requirements and refining project goals into defined functions and operations of the intended system
- C.
Involves describing the desired features and operations of the system
- D.
Involves placing the system into production so users can begin to perform actual business operations with the system.
Correct Answer
B. Involves analyzing end-user business requirements and refining project goals into defined functions and operations of the intended systemExplanation
The analysis phase in the SDLC involves analyzing end-user business requirements and refining project goals into defined functions and operations of the intended system. This phase focuses on understanding the needs and expectations of the end-users and translating them into specific system requirements. It helps in identifying the scope of the project, defining the functionalities and operations that the system should have, and setting clear goals for the project. This analysis is crucial for ensuring that the final system meets the needs of the users and aligns with the overall project objectives.Rate this question:
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- 10.
1. What is the design phase in the SDLC?
- A.
Involves establishing a high-level plan of the intended project and determining project
- B.
Involves analyzing end-user business requirements and refining project goals into defined functions and operations of the intended system
- C.
Involves describing the desired features and operations of the system
- D.
Involves placing the system into production so users can begin to perform actual business operations with the system
Correct Answer
C. Involves describing the desired features and operations of the systemExplanation
The design phase in the SDLC involves describing the desired features and operations of the system. This phase focuses on translating the requirements gathered during the previous phases into a detailed design that can be used for the development of the system. It includes creating architectural and technical designs, defining system components and interfaces, and specifying the functionality and behavior of the system. This phase sets the foundation for the development and implementation of the system.Rate this question:
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- 11.
1. Which methodology aims for customer satisfaction through early and continuous delivery of useful software components developed by an iterative process with a design point that uses the bare minimum requirements?
- A.
RAD methodology
- B.
Agile methodology
- C.
Waterfall methodology
- D.
Extreme programming
Correct Answer
B. Agile methodologyExplanation
The Agile methodology aims for customer satisfaction through early and continuous delivery of useful software components. It follows an iterative process, where the software is developed in small increments. The design point of Agile methodology is to use the bare minimum requirements, allowing for flexibility and adaptability throughout the development process. This approach ensures that the customer's needs are met and that the software is delivered in a timely manner.Rate this question:
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- 12.
1. Which of the following is not a primary form of agile methodology?
- A.
RAD
- B.
SDLC
- C.
RUP
- D.
SCRUM
Correct Answer
B. SDLCExplanation
SDLC (Software Development Life Cycle) is not a primary form of agile methodology. SDLC is a traditional approach to software development that follows a linear and sequential process, while agile methodologies, such as RAD (Rapid Application Development), RUP (Rational Unified Process), and SCRUM, are iterative and flexible in nature. They prioritize collaboration, adaptability, and continuous improvement, which are not emphasized in the SDLC approach.Rate this question:
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- 13.
1. Which of the following is a fundamental of the RAD methodology?
- A.
Focus initially on creating a prototype that looks and acts like the desired system
- B.
Actively involve system users in the analysis, design, and development phases
- C.
Accelerate collecting the business requirements through an interactive and iterative construction approach
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
The correct answer is "All of the above". This means that all three options mentioned in the question are fundamental aspects of the RAD (Rapid Application Development) methodology. The RAD methodology focuses on creating a prototype that resembles the desired system, actively involving system users in the analysis, design, and development phases, and accelerating the collection of business requirements through an interactive and iterative construction approach.Rate this question:
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- 14.
1. What is the first step in the SDLC?
- A.
Analysis
- B.
Design
- C.
Testing
- D.
Planning
Correct Answer
D. PlanningExplanation
The first step in the SDLC (Software Development Life Cycle) is planning. This involves identifying the project scope, objectives, and requirements, as well as determining the resources, timeline, and budget needed for the project. Planning sets the foundation for the entire development process and ensures that all stakeholders are aligned on the goals and expectations of the project.Rate this question:
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- 15.
What is the second step in the SDLC?
- A.
Analysis
- B.
Design
- C.
Testing
- D.
Planning
Correct Answer
A. AnalysisExplanation
The second step in the SDLC (Software Development Life Cycle) is analysis. This step involves gathering and understanding the requirements of the project, analyzing the current system, identifying problems or areas for improvement, and defining the scope of the project. Analysis is crucial in order to ensure that the development team has a clear understanding of what needs to be done and how to proceed with the design and development phases.Rate this question:
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- 16.
1. What is a feasibility study?
- A.
Determines if the proposed solution is feasible and achievable from a financial, technical, and organizational standpoint
- B.
Determines the amount and types of resources required to complete the project and determine if the organization has these resources available
- C.
Determine the number of individuals, amount of time, and technical difficulty of the project
- D.
A factor that is critical to an organization's success
Correct Answer
A. Determines if the proposed solution is feasible and achievable from a financial, technical, and organizational standpointExplanation
A feasibility study is conducted to determine if the proposed solution for a project is feasible and achievable in terms of financial, technical, and organizational aspects. It helps to assess whether the resources required for the project are available and if the organization has the capability to complete it successfully. This study is critical for an organization's success as it helps in making informed decisions about whether to proceed with the project or not.Rate this question:
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- 17.
1. What is an economic feasibility study?
- A.
Identifies the financial benefits and costs associated with the systems development project
- B.
Determines the organization's ability to build and integrate the proposed system
- C.
Assesses the likelihood that all potential time frames and completion dates will be met
- D.
Examines all potential legal and contractual ramifications of the proposed system
Correct Answer
A. Identifies the financial benefits and costs associated with the systems development projectExplanation
An economic feasibility study is a process that identifies and evaluates the financial benefits and costs associated with a systems development project. It involves analyzing the potential financial gains and losses that may result from implementing the proposed system. This study helps determine whether the project is financially viable and if the benefits outweigh the costs. By assessing the economic feasibility, organizations can make informed decisions about whether to proceed with the project or explore alternative options.Rate this question:
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- 18.
1. Which phase describes the desired features and operations of the system including screen layouts, business rules, process diagrams, pseudo code, and other documentation?
- A.
Analysis phase
- B.
Design phase
- C.
Development phase
- D.
Testing phase
Correct Answer
B. Design phaseExplanation
The design phase is the phase that describes the desired features and operations of the system, including screen layouts, business rules, process diagrams, pseudo code, and other documentation. This phase is where the overall structure and architecture of the system are planned and documented before the actual development begins. It involves creating detailed specifications for how the system will be built and function. The design phase is crucial in ensuring that the system meets the desired requirements and is able to perform the intended tasks effectively and efficiently.Rate this question:
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- 19.
1. What are the detailed steps the system must perform along with the expected results of each step?
- A.
JAD
- B.
COTS
- C.
Technical architecture
- D.
Test conditions
Correct Answer
D. Test conditionsExplanation
The question is asking for the detailed steps the system must perform along with the expected results of each step. Out of the given options, "Test conditions" is the most relevant answer as it directly relates to defining the specific conditions under which the system will be tested and the expected results for each condition. JAD, COTS, and technical architecture are not directly related to defining test conditions.Rate this question:
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- 20.
1. What verifies that all units of code work together and the total system satisfies all of its functional and operational requirements?
- A.
Unit testing
- B.
Application testing
- C.
Integration testing
- D.
Regression testing
Correct Answer
B. Application testingExplanation
Application testing is the process of testing the entire application to ensure that all units of code work together and that the total system satisfies all of its functional and operational requirements. This type of testing is done to verify that the application meets the intended specifications and performs as expected in a real-world scenario. It involves testing various aspects of the application, such as its functionality, usability, performance, and security, to ensure that it meets the desired standards and delivers a high-quality user experience. Integration testing, unit testing, and regression testing are also important testing techniques, but they focus on specific aspects of the application rather than the overall system.Rate this question:
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