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Question
Customer service and support (CSS) is a part of operational CRM that automates service requests, complaints, product returns, and information requests.
Answer
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Related questions
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Ecommerce includes ebusiness along with all activities related to internal and external business operations such as servicing customer accounts, collaborating with partners, and exchanging real-time information. During Web 1.0, entrepreneurs began creating the first forms of ecommerce.
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What is crowdfunding?
A. refers to the wisdom of the crowd
B. sources capital for a project by raising many small amounts from a large number of individuals, typically via the Internet
C. collaborating and tapping into the core knowledge of all employees, partners, and customers
D. involves capturing, classifying, evaluating, retrieving, and sharing information assets in a way that provides context for effective decisions and actions.
Q:
Which of the following is not a characteristic of Business 2.0?
A. knowledge management
B. collaboration system
C. web browser
D. explicit knowledge
Q:
In terms of disruptive technology, what is best for an organizations current business could ruin it in the long term.
Q:
Erik is the president and owner of Watch Out, a local website development company that helps clients create and build unique websites. Many of his daily tasks are heavily technical in nature and require a high level of computer programming and Internet knowledge. Which of the following would Erik primarily use when performing his daily tasks?
A. source code
B. brick-and-mortar
C. information reach
D. explicit knowledge
Q:
What is an open system? B. any software whose source code is made available free for any third party to review and modify C. contains instructions written by a programmer specifying the actions to be performed by computer software consists of nonproprietary hardware and software based on publically known standards that allow third parties to create add-on products to plug into or interoperate An open system consists of nonproprietary hardware and software based on publically known standards that allow third parties to create add-on products to plug into or interoperate.
Q:
Disruptive technology tends to provide us with better, faster, and cheaper products.
Q:
What is closed source? A. closed source B. open source C. code source D. network source
Q:
What is Mozilla Firefox?
A. a competitor to Microsoft Word
B. a competitor to Microsoft Excel
C. a competitor to Adobe Photoshop
D. a competitor to Internet Explorer
Q:
Which of the following tracks the number of customers an organization touches for the first time and persuades to purchase its products or services?
A. customer satisfaction
B. usability
C. conversion rates
D. financial
Q:
Which of the following describes the efficiency MIS metric of throughput?
A. the number of hours a system is available for users
B. the time it takes to respond to user interactions, such as a mouse click
C. the amount of information that can travel through a system at any point in time
D. the ease with which people perform transactions and/or find information
Q:
What is the term for the most successful solutions or problem-solving methods that have been developed by a specific organization or industry?
A. ROI
B. metrics
C. best practices
D. KPI
Q:
A common mistake that many managers tend to make is focusing on only one type of metrics because they are easier to measure. Which type of metrics do they focus on?
A. effectiveness MIS metrics
B. efficiency MIS metrics
C. endurance MIS metrics
D. product sales metrics
Q:
What types of metrics measure customer satisfaction?
A. efficiency MIS metrics
B. effectiveness MIS metrics
C. both efficiency and effectiveness MIS metrics
D. both ROI and market share
Q:
What are the quantifiable metrics a company uses to evaluate progress toward critical success factors?
A. ROI
B. CSF
C. KPI
D. None of these are correct.
Q:
Key performance indicators are the metrics a company uses to evaluate progress toward critical success factors. Which of the following represents a key performance indicator?
A. create high-quality products
B. reduce product costs
C. percentage of help desk calls answered in the first minute
D. hire the best business professionals
Q:
CSFs and KPIs are two core metrics used to evaluate results and measure the progress of a project for a business. Which of the following represents the acronyms for CSF and KPI?
A. continual success factors and key performance indicators
B. critical success factors and key project ideas
C. customer success findings and key project ideas
D. critical success factors and key performance indicators
Q:
Which of the following represents the structure of a typical organization?
A. flat line
B. pyramid
C. circle
D. cube
Q:
Internet marketers must develop ________ to build strong relationships with customers to ensure loyalty.
A. consumer trust
B. consumer testimonials
C. consumer segmentation
D. market segmentation
Q:
Which of the following represents adwords?
A. email, instant messaging, podcasting, content management systems, and video and web conferencing
B. content providers, infomediaries, online marketplaces, portals, service providers, transaction brokers
C. keywords that advertisers choose to pay for and appear as sponsored links on the Google results pages.
D. advertising fees, license fees, subscription fees, transaction fees, value-added services fees
Q:
Websites can generate revenue by using which of the following?
A. pay-per-click
B. pay-per-call
C. pay-per-conversion
D. All of these are correct.
Q:
All of the following are forms of ebusiness except ________.
A. subscription fee
B. content provider
C. infomediaries
D. online marketplace
Q:
Which of the following represents a brick-and-mortar business?
A. The Gap
B. Amazon
C. Google
D. T.J.Maxx
Q:
What are the three primary models that a B2C can use to operate?
A. click-and-brick, click-and-mortar, pure-play
B. brick-and-mortar, click-and-mortar, virtual
C. brick-and-mortar, click-and-consumer, virtual-and-consumer
D. brick-and-click, brick-and-mortar, brick-and-virtual
Q:
What is a pure-play business?
A. a business that operates only on the Internet without a physical store
B. a business that sells products only in a physical store
C. a business that sells services only in a physical store
D. All of these are correct.
Q:
What is the mathematical method of handling imprecise or subjective information?
A. fuzzy logic
B. virtual reality
C. expert system
D. genetic algorithm
Q:
What is a system that uses computerized advisory programs to imitate the reasoning processes of experts in solving difficult problems?
A. expert system
B. virtual reality
C. neural network
D. genetic algorithm
Q:
As the product manager for the eatery division at Whole Foods, Jerry is responsible for analyzing sales data to help him manage his team. Today Jerry is analyzing his data by looking at details, and details of details, of information. Which of the following common digital dashboard capabilities is Jerry using to analyze his department's success?
A. slice-and-dice
B. pivot
C. drill-down
D. consolidation
Q:
As the product manager for the eatery division at Whole Foods, Jerry is responsible for analyzing sales data to help him manage his team. Today Jerry is analyzing his data using aggregation techniques allowing him to see simple roll-ups to complex groupings of interrelated information. Which of the following common digital dashboard capabilities is Jerry using to analyze his department's success?
A. slice-and-dice
B. pivot
C. drill-down
D. consolidation
Q:
Which of the following business ideas is not using AI?
A. Best Buy implements a software system that will determine how many customers are needed to increase gross profits to $5 million.
B. McDonalds unveils a robot that cleans and tidies the restaurant, while also asking guests if it can take their trays to the trash.
C. Starbucks creates a system that works like a hand and lifts and moves the mixing pots for the coffees to and from the coffee machines to the counters.
D. Golf courses create an automated golf cart that can offer swing suggestions, club suggestions, and even navigate the course for the driver.