1. Competitive advantage in using customer information means outperforming rivals in each of the following steps except:
   1. Collaborating
   2. Capturing
   3. Collating
   4. Retrieving

2. What is the biggest obstacle for most companies making the transition to becoming a customer-strategy enterprise?
   1. Transforming employee culture
   2. Establishing new and consistent criteria and metrics for success in a customer-centric environment
   3. Appointing capabilities managers
   4. Relationship governance

3. The picket fence strategy is best suited for:
   1. small-to-medium businesses
   2. large businesses
   3. businesses who already identify customers individually and differentiate them by value
   4. businesses who do not yet identify or differentiate their customers individually

4. All of the following agreements would likely ease the sales departments transition except:
   1. addressing ways salespeople can save time and earn higher commissions
   2. phasing out the use of sales force automation software
   3. specifying which information is for enterprise use and which is for their use only
   4. prioritizing which information is needed about customers

5. In the transition to a customer-strategy enterprise, the human resources department plays all of the following roles except:
   1. evaluating whether the company has the capability to change
   2. addressing all key recruiting, training, and ongoing support issues
   3. creating new career path opportunities
   4. aligning technology implementation with business strategy