21) Inherent processes ________.
A) time-consuming business processes that involve substantial : 1331363
21) Inherent processes are ________.
A) time-consuming business processes that involve substantial investment
B) predesigned procedures for using software products
C) the set of procedures that help companies implement business process reengineering
D) business process reengineering techniques with low success rates
22) Which of the following statements is true of inherent processes?
A) Inherent processes are almost always a perfect fit.
B) Organizations cannot license the software used in inherent processes.
C) Inherent processes are expensive and time-consuming.
D) Inherent processes provide an alternative to business process reengineering.
23) The first phase in the customer life cycle involves ________.
A) sending messages to target audiences to attract customer prospects
B) attempting to win back high-value customers
C) converting prospects into customers who need to be supported
D) increasing the value of existing customers by selling more products to them
24) When prospects become customers who need to be supported, the organization is in the ________ phase of the customer life cycle.
A) customer engagement
C) customer acquisition
D) relationship management
25) Which of the following is a component of relationship management?
A) converting prospects into customers who need to be supported
B) increasing the value of existing customers by selling them more products
C) positioning products in the minds of customers through promotional strategies
D) sending messages to target audiences to attract customer prospects
26) During which of the following phases of the customer life cycle does win-back processes categorize customers according to value?
A) customer acquisition
C) relationship management
27) ________ is the last phase in the customer life cycle.
B) Customer acquisition
D) Relationship management
28) Which of the following statements is true of customer relationship management (CRM) systems?
A) They are applications used for consolidating business operations into a single, consistent, computing platform.
B) They vary in the degree of functionality they provide.
C) They incorporate accounting, manufacturing, inventory, and human resources applications.
D) A major disadvantage of these systems is a lack of consistency in data.
29) Enterprise resource planning (ERP) helps in ________.
A) consolidating business operations into a single, consistent, computing platform
B) managing all the interactions with customers
C) providing layers of software that connect applications together
D) connecting several enterprises within the same industry
30) Which of the following statements is true about ERP?
A) ERP is a suite of software applications that integrates existing systems by providing layers of software that connect applications together.
B) The two major components of ERP systems are manufacturing applications and inventory applications.
C) Enterprise resource planning (ERP) is also referred to as enterprise application integration (EAI) due to its highly efficient integration properties.
D) ERP systems are used to forecast sales and to create manufacturing plans and schedules to meet those forecasts.