問11
頻出度★★☆
個々の営業担当者が保有している営業情報や営業ノウハウをデータベースで管理し,営業部門全体で共有できるようにしたい。この目的を達成するために活用する情報システムとして,最も適切なものはどれか。
平成27年度 秋期 ITパスポート試験 問11
ストラテジ系ビジネスインダストリ › ビジネスシステム
This question's explanation and your answers so far.
解説
問 11
Incorrectア
CRM (Customer Relationship Management) is a mechanism that centrally manages customer touchpoints and transaction histories to build long-term relationships and raise customer satisfaction and loyalty. Its focus is on strengthening the relationship with the “customer,” and its direct purpose is not to share or support the sales know-how of individual sales representatives, so it is inappropriate.
Incorrectイ
SCM (Supply Chain Management) is a mechanism that integrally manages the entire supply chain from material procurement through production, inventory, logistics, and sales, aiming to optimize inventory and shorten delivery times. Its target area differs from and is unrelated to the sharing of sales information and know-how.
- ウ
正解 SFA (Sales Force Automation, a sales support system) is a mechanism that builds the sales information, negotiation histories, deal progress, and sales know-how held by individual sales representatives into a database, and shares and uses it across the entire sales department to make sales activities more efficient and standardized. It directly matches the goal in the question of “managing sales information and sales know-how in a database and sharing it across the entire sales department,” so ウ is the correct answer.
Incorrectエ
A data warehouse is a database that accumulates large amounts of various business data in time series for use in analysis and decision-making support. It has a strong character as an analytics platform and is not a mechanism whose purpose is sharing information among sales representatives or supporting sales activities themselves, so it is inappropriate.
ここがポイント
- SFA = sales support system. It shares sales representatives’ sales information, negotiation histories, and know-how in a database to make sales activities more efficient and standardized.
- Distinguish and remember that CRM (Customer Relationship Management), SCM (Supply Chain Management), and a data warehouse (accumulating data for analysis) each differ in purpose and target area.
用語