Which of the following is true for business process reengineering?
A) Business process reengineering is efficient, fast, and economical.
B) Business process reengineering, when combined with ERP, has a 100 percent success rate.
C) In the process of business process reengineering, systems analysts need to interview key personnel throughout the organization to determine how best to use the new technology.
D) Because of its streamlined process, business process reengineering requires very little time and or expertise.
22) Inherent processes are ________.
A) time-consuming business processes and involve substantial investment.
B) predesigned procedures for using the software products
C) the activity of altering and designing business processes to take advantage of new information systems.
D) preferred by employees because of the ease and structure they bring to functional applications.
23) Which of the following is true for inherent processes?
A) Inherent processes are almost always a perfect fit.
B) Organizations cannot license the software that is used in various inherent processes.
C) Inherent processes are an expensive and time-consuming practise.
D) Inherent processes are predesigned procedures for using software products.
24) A customer relationship management system is ________.
A) a suite of applications, a database, and a set of inherent processes for managing all the interactions with the customer, from lead generation to customer service
B) a web application that allows businesses to manage customer suggestions and complaints in a structured fashion
C) a suite of applications, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform
D) a suite of software applications that integrates existing systems by providing layers of software that connect applications together
25) Which of the following sentences is true about customer relationship management system (CRM)?
A) CRM is a suite of applications, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform.
B) CRM systems vary in the degree of functionality they provide.
C) CRM incorporates accounting, manufacturing, inventory, and human resources applications.
D) CRM systems are not for every organization.
26) The first step of the customer life cycle is marketing which involves ________.
A) sending messages to the target audience 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
27) When prospects become customers who need to be supported, the organization is in the ________ stage of the customer life cycle.
C) customer acquisition
D) relationship management
28) 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 product
C) losing customers
D) sending messages to the target audience to attract customer prospects
29) During which stage of the customer life cycle do win-back processes categorize customers according to value?
A) customer acquisition
C) relationship management
30) ________ is the last stage of the customer life cycle.
B) Customer acquisition
D) Relationship management
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