b. Planning C. Governing d. Organizing e. Controlling 21. What are the three steps that occur during the implementation phase of the SDLC a. Programming, Testing, Installation b. Investigation, Installation, Operations c. Programming, Installation, Maintenance d. Installation, Operations, Maintenance e. Investigation, Testing, Installation 22. The three generic phases of a system life-cycle process are: a. Definition, Design, and Testing b. Definition, Build, and Implementation c Planning, Testing, and Implementation d. Build, Testing, and Deployment e. None of the above 23. What is meant by Customer Managed Interactions? a. The process designed to turn customer data into customer relationship through active use of, and learning from, the information collected. b. The concept that customers, when interacting with businesses and other organizations, retain control over the decision to interact, the timing of the interaction, the channel to be used in the interaction, and the data generated. c. The process designed to collect valuable information from the interactions with customers with businesses and other organizations. d. The concept that businesses and other organizations should safeguard customer data to build customer loyalty and trust. e. Both A and C 24. Cell phones are similar to desktop computers in that they... a. Have an operating system and can run applications b. Have powerful processors C. Have a GUI interface that allows users to use a mouse d. Have high-capacity internal hard drives for storage of music and such e. None of the above 25. Why is security considered a negative deliverable? a. It costs money b. It produces only tangible benefits C. It does not affect profits whether it is done well or poorly d. It is largely ignored e. It produces no revenue or efficiency