Chap008

Chap008 - Chapter 08 - Enterprise Business Systems Chapter...

Info iconThis preview shows pages 1–5. Sign up to view the full content.

View Full Document Right Arrow Icon
Chapter 08 - Enterprise Business Systems Chapter 08 Enterprise Business Systems True / False Questions 1. (p. 299) 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. FALSE CRM systems store data in a common customer database that integrates all customer account information. AACSB: Technology Bloom: Knowledge Difficulty: Medium Learning Objective: 1b 2. (p. 299) CRM gives sales representatives lagged, but recent, access to a customer's account status and history before scheduling sales calls. FALSE CRM gives sales representatives real-time access to customer data. AACSB: Technology Bloom: Knowledge Difficulty: Medium Learning Objective: 1a 8-1
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Chapter 08 - Enterprise Business Systems 3. (p. 302) 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. FALSE Call center software routes calls to customer support agents; help desk software helps customer services reps deal with problems. AACSB: Technology Bloom: Knowledge Difficulty: Medium Learning Objective: 1b 4. (p. 302) It costs twice as much to sell to a new customer than it does to sell to an existing one. FALSE It costs six times more to sell to a new customer than to sell to an existing one. AACSB: Technology Bloom: Knowledge Difficulty: Medium Learning Objective: 1b 5. (p. 302) A company can boost its profits 85 percent by increasing its annual customer retention by only 5 percent. TRUE AACSB: Technology Bloom: Knowledge Difficulty: Medium Learning Objective: 1b 8-2
Background image of page 2
Chapter 08 - Enterprise Business Systems 6. (p. 302) The majority of complaining customers will do business with a company again if it quickly takes care of the problem. TRUE AACSB: Technology Bloom: Knowledge Difficulty: Easy Learning Objective: 1b 8-3
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
7. (p. 305) CRM can keep track of when a customer contacts a company, if the customer uses a previous contact point. FALSE CRM can keep track of when a customer contacts a company, regardless of the contact point. AACSB: Technology Bloom: Knowledge Difficulty: Easy Learning Objective: 1b 8. (p. 306) According to the case in the text, Harrah's CRM uses only its own proprietary customer information. FALSE Harrah's uses both proprietary information and information from other sources. AACSB: Technology Bloom: Knowledge Difficulty: Easy Learning Objective: 1c 9. (p. 306) Industry research groups report that most CRM projects produce the promised results. FALSE Research groups report that over 50 percent of CRM projects do not produce the results that were promised. AACSB: Technology
Background image of page 4
Image of page 5
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 11/13/2011 for the course IT IT610 taught by Professor Wu during the Spring '11 term at FSU.

Page1 / 32

Chap008 - Chapter 08 - Enterprise Business Systems Chapter...

This preview shows document pages 1 - 5. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online