1. The greatest competitive advantage in managing employees in a customer-strategy organization lies in:
   1. Using technology to automate more routine jobs.
   2. Equalizing salaries to value lower-tier employees.
   3. Making the most talented employees more productive.
   4. Setting clear rules about personal use of company resources.

2. For the customer service department, when considering self-service options for customers, what is the best approach?
   1. prioritizing direct CSR contact with the customer whenever possible
   2. prioritizing self-service for the customer whenever possible
   3. balancing CSR contact and self-service
   4. having all options available to all customers, and allowing the customer to choose

CSR: Customer Service Representative

3. All of the following are key questions for a company transitioning to a customer-strategy enterprise except:
   1. Who will be responsible for keeping and growing each customer?
   2. Who will be responsible for building short-term and long-term customer value?
   3. What authority will the chief executive have to change how the enterprise treats customers individually?
   4. By what criteria will success be measured, reported, and used for compensation?

4. One of the challenges in a sales departments transition to customer strategy is:
   1. more sales reps have fewer responsibilities
   2. it becomes more difficult to share information across the firm
   3. commissions often decrease
   4. sales reps work becomes more visible

5. Segment management 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