A Customer Relationship Management Quiz

15 Questions | By Mekaelejigu | Updated: Mar 21, 2022 | Attempts: 909

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A Customer Relationship Management Quiz - Quiz

Questions and Answers

1.

Why is CRM (Customer Relationship Management) one of the most valuable assets an organization can acquire?
- A.
  
  Since organizations have not been successful in implementing Supply Chain Management systems, they have turned their resources towards CRM
- B.
  
  CRM has proven to increase customer loyalty and retention and an organization's profitability
- C.
  
  It is easy for an organization to steal their competitors loyal and devoted customers, therefore organizations need a viable process for targeting competitor's customers
- D.
  
  Without CRM it is impossible to effectively manage or cross-sell products to customers
2.

The evolution of CRM (Customer Relationship Management) Technologies is reporting, analyzing, and predicting.
- A.
  
  True
- B.
  
  False
3.

Who are the primary users of Supply Chain Management systems?
- A.
  
  Sales, Marketing, Customer Service
- B.
  
  Accounting, Finance Logistics, and Production
- C.
  
  Customers, Retailer (resellers), Partners, Suppliers, Manufacturers and Distributors
- D.
  
  All of the above
4.

When a user enters or updates information in one ERP module, it is immediately and automatically updated throughout the entire system.
- A.
  
  True
- B.
  
  False
5.

Information Technology's primary role in Supply Chain Management is creating the integration and information linkages between functions within an organization-such as marketing, sales, finance, manufacturing, distribution, along with providing linkages between organizations, which allow the smooth, synchronized flow of information and product or services between customers, suppliers, and transportation across the Supply Chain.
- A.
  
  True
- B.
  
  False
6.

Supply Chain Management involves the management of information flows between and among stages in a Supply Chain to maximize total supply chain effectiveness and profitability. For example managing the shipment of raw materials from suppliers or storing the finished goods in the warehouse, or shipping the finished goods to the retailer or the customer.
- A.
  
  True
- B.
  
  False
7.

What Customer Relationship Management technology, accesses organizational Databases that track similar issues or questions and automatically generate the details to the Customer Service Representative who can then relay them to the customer?
- A.
  
  Contact center
- B.
  
  Web-based self-service
- C.
  
  Call scripting
- D.
  
  Website personalization
8.

What is the key word in ERP (Enterprise Resource Planning?
- A.
  
  Enterprise
- B.
  
  Planning
- C.
  
  Resource
- D.
  
  All of the above
9.

What is Enterprise Resource Planning?
- A.
  
  The analysis and redesign of workflow within and between enterprises
- B.
  
  A standardized set of activities that accomplish a specific task, such as processing a customer's order
- C.
  
  The integration 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.
  
  Managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention, as well as an organization's profitability
10.

What is at the core of any ERP (Enterprise Resource Planning) system?
- A.
  
  Information
- B.
  
  Employees
- C.
  
  Customers
- D.
  
  A Database
11.

What are the primary business benefits of an ERP (Enterprise Resource Planning) system?
- A.
  
  Sales forecasts, sales strategies, and marketing campaigns
- B.
  
  Market demand, resource and capacity constraints, and real-time scheduling
- C.
  
  Forecasting, planning, purchasing, material management, warehousing, inventory management, and distribution
- D.
  
  All of the above
12.

What are the Core Components of an Enterprise Resource Planning system?
- A.
  
  Sales, Marketing, Customer Service
- B.
  
  Accounting and Finance, Production and Materials Management, and Human Resources
- C.
  
  Forecasting
- D.
  
  ECommerce
13.

Which of the following does NOT describe an ERP (Enterprise Resource Planning) System?
- A.
  
  ERP Systems provide a foundation for collaboration and consistency between departments
- B.
  
  At the core of an ERP system is a Database
- C.
  
  ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization’s performance
- D.
  
  There is little complexity associated with an ERP system as it relates to planning, implementing and training.
- E.
  
  The three most common core ERP components that focus on internal operations are Accounting and Finance, Production and Materials Management, and Human Resources
- F.
  
  Business Intelligence, eBusiness and Customer Relationship Management are typical extended ERP components.
14.

What allows separate systems to communicate directly with each other; eliminating the need for manual entry into multiple systems and allowing for information consistency among multiple systems?
- A.
  
  Integration
- B.
  
  Intelligence
- C.
  
  Data interchange
- D.
  
  Supply Chain Management
15.

What are several different types of software that sit between and provide connectivity for two or more software applications?
- A.
  
  Enterprise systems
- B.
  
  Enterprise application integration
- C.
  
  Middleware
- D.
  
  Extended ERP