ITM 100 MIDTERM TEST BANK
QUESTIONS WITH CORRECT
ANSWERS
CRM reporting technology - Answer-Helps organizations identify their customers across
other applications.
CRM analysis technologies - Answer-Help organizations segment their customers into
categories such as best and worst customers.
CRM predicting technologies - Answer-Help organizations make predictions regarding
customer behavior such as which customers are at risk of leaving.
Operational CRM - Answer-Supports traditional transactional processing for day-to-day
front-office operations or systems that deal directly with the customers.
Sales metrics - Answer-Includes new customers and revenue.
Customer Service metrics - Answer-Includes resolution time and satisfaction.
Marketing metrics - Answer-Includes campaign success and retention rate.
Analytical CRM - Answer-Supports back-office operations and strategic analysis and
includes all systems that do not deal directly with the customers.
List generator - Answer-A marketing operational CRM technology used to create lists of
potential customers.
Campaign management system - Answer-A marketing operational CRM technology that
manages marketing campaigns.
Cross-selling and up-selling - Answer-A marketing operational CRM technology that
encourages additional purchases from existing customers.
Sales force automation - Answer-A system that automatically tracks all of the steps in
the sales process.
Sales management CRM system - Answer-A technology used for managing sales
processes and teams.
,Contact management CRM system - Answer-A technology that manages customer
contact information and interactions.
Opportunity management CRM system - Answer-A technology that tracks sales
opportunities and their progress.
Contact center - Answer-A customer service operational CRM technology that handles
customer interactions via phone.
Web-based self-service system - Answer-A customer service operational CRM
technology that allows customers to resolve issues online.
Call scripting system - Answer-A customer service operational CRM technology that
provides scripts for customer service representatives.
Automatic call distribution - Answer-A common feature in contact centers that routes
incoming calls to the appropriate agents.
Interactive voice response - Answer-A technology that allows customers to interact with
a computer system through voice commands.
Predictive dialing - Answer-A feature in contact centers that automatically dials phone
numbers and connects answered calls to agents.
Website personalization - Answer-Occurs when a website has stored enough data
about a person's likes and dislikes to fashion offers more likely to appeal to that person.
Data warehousing technologies - Answer-Technologies that support the aggregation
and analysis of large volumes of data.
Supplier relationship management (SRM) - Answer-A current trend in extending CRM
that focuses on managing supplier relationships.
Partner relationship management (PRM) - Answer-A current trend in extending CRM
that focuses on managing partner relationships.
Employee relationship management (ERM) - Answer-A current trend in extending CRM
that focuses on managing employee relationships.
Enterprise resource planning (ERP) - Answer-Integrates all departments and functions
throughout an organization into a single IT system.
Core ERP component - Answer-Traditional components included in most ERP systems
that primarily focus on internal operations.
, Extended ERP component - Answer-Extra components that meet organizational needs
not covered by core components and focus on external operations.
Accounting and finance ERP component - Answer-Manages accounting data and
financial processes within the enterprise.
Production and materials management ERP component - Answer-Handles aspects of
production planning and execution.
Human resource ERP component - Answer-Tracks employee information including
payroll, benefits, and performance assessment.
Quantitative data - Answer-Includes integers, decimals, or floating-point numbers.
Contact center (call center) - Answer-A customer service operational CRM technology
that handles incoming and outgoing customer calls.
Supply chain management - Answer-An extended ERP component that manages the
flow of goods and services.
Ebusiness components - Answer-Extended ERP components that include Elogistics
and Eprocurement.
On-Premises ERP - Answer-Includes a server at a physical location using an internal
network for internal access.
Cloud ERP - Answer-Offers new ways to store, access, process, and analyze
information via the Internet.
Hybrid ERP - Answer-Splits the ERP functions between an on-premises ERP system
and one or more functions handled as Software as a Service in the cloud.
Analytical data - Answer-Encompasses all organizational data and supports managerial
analysis tasks.
Categorical Data - Answer-Textual data consists of alphanumeric characters and is
used to store textual information such as names, addresses, descriptions, or comments.
It can include plain text, formatted text, or even large documents.
Dates and Times - Answer-Databases often store data related to dates and times,
including timestamps, calendar dates, durations, or intervals. This data type allows for
accurate tracking and manipulation of temporal information.
Boolean Data - Answer-Boolean data represents binary values, typically 'true' or 'false,'
and is used for logical conditions or flags. It is useful for expressing yes/no, on/off, or
true/false conditions in database operations.
QUESTIONS WITH CORRECT
ANSWERS
CRM reporting technology - Answer-Helps organizations identify their customers across
other applications.
CRM analysis technologies - Answer-Help organizations segment their customers into
categories such as best and worst customers.
CRM predicting technologies - Answer-Help organizations make predictions regarding
customer behavior such as which customers are at risk of leaving.
Operational CRM - Answer-Supports traditional transactional processing for day-to-day
front-office operations or systems that deal directly with the customers.
Sales metrics - Answer-Includes new customers and revenue.
Customer Service metrics - Answer-Includes resolution time and satisfaction.
Marketing metrics - Answer-Includes campaign success and retention rate.
Analytical CRM - Answer-Supports back-office operations and strategic analysis and
includes all systems that do not deal directly with the customers.
List generator - Answer-A marketing operational CRM technology used to create lists of
potential customers.
Campaign management system - Answer-A marketing operational CRM technology that
manages marketing campaigns.
Cross-selling and up-selling - Answer-A marketing operational CRM technology that
encourages additional purchases from existing customers.
Sales force automation - Answer-A system that automatically tracks all of the steps in
the sales process.
Sales management CRM system - Answer-A technology used for managing sales
processes and teams.
,Contact management CRM system - Answer-A technology that manages customer
contact information and interactions.
Opportunity management CRM system - Answer-A technology that tracks sales
opportunities and their progress.
Contact center - Answer-A customer service operational CRM technology that handles
customer interactions via phone.
Web-based self-service system - Answer-A customer service operational CRM
technology that allows customers to resolve issues online.
Call scripting system - Answer-A customer service operational CRM technology that
provides scripts for customer service representatives.
Automatic call distribution - Answer-A common feature in contact centers that routes
incoming calls to the appropriate agents.
Interactive voice response - Answer-A technology that allows customers to interact with
a computer system through voice commands.
Predictive dialing - Answer-A feature in contact centers that automatically dials phone
numbers and connects answered calls to agents.
Website personalization - Answer-Occurs when a website has stored enough data
about a person's likes and dislikes to fashion offers more likely to appeal to that person.
Data warehousing technologies - Answer-Technologies that support the aggregation
and analysis of large volumes of data.
Supplier relationship management (SRM) - Answer-A current trend in extending CRM
that focuses on managing supplier relationships.
Partner relationship management (PRM) - Answer-A current trend in extending CRM
that focuses on managing partner relationships.
Employee relationship management (ERM) - Answer-A current trend in extending CRM
that focuses on managing employee relationships.
Enterprise resource planning (ERP) - Answer-Integrates all departments and functions
throughout an organization into a single IT system.
Core ERP component - Answer-Traditional components included in most ERP systems
that primarily focus on internal operations.
, Extended ERP component - Answer-Extra components that meet organizational needs
not covered by core components and focus on external operations.
Accounting and finance ERP component - Answer-Manages accounting data and
financial processes within the enterprise.
Production and materials management ERP component - Answer-Handles aspects of
production planning and execution.
Human resource ERP component - Answer-Tracks employee information including
payroll, benefits, and performance assessment.
Quantitative data - Answer-Includes integers, decimals, or floating-point numbers.
Contact center (call center) - Answer-A customer service operational CRM technology
that handles incoming and outgoing customer calls.
Supply chain management - Answer-An extended ERP component that manages the
flow of goods and services.
Ebusiness components - Answer-Extended ERP components that include Elogistics
and Eprocurement.
On-Premises ERP - Answer-Includes a server at a physical location using an internal
network for internal access.
Cloud ERP - Answer-Offers new ways to store, access, process, and analyze
information via the Internet.
Hybrid ERP - Answer-Splits the ERP functions between an on-premises ERP system
and one or more functions handled as Software as a Service in the cloud.
Analytical data - Answer-Encompasses all organizational data and supports managerial
analysis tasks.
Categorical Data - Answer-Textual data consists of alphanumeric characters and is
used to store textual information such as names, addresses, descriptions, or comments.
It can include plain text, formatted text, or even large documents.
Dates and Times - Answer-Databases often store data related to dates and times,
including timestamps, calendar dates, durations, or intervals. This data type allows for
accurate tracking and manipulation of temporal information.
Boolean Data - Answer-Boolean data represents binary values, typically 'true' or 'false,'
and is used for logical conditions or flags. It is useful for expressing yes/no, on/off, or
true/false conditions in database operations.
