1. Customer relationship managers will be directly responsible for:

        customer portfolios

        product lines

        capabilities managers

        product managers

2. All of the following are ways a customer-strategy enterprise might meet the goal of maximizing the customer base except:

        retaining profitable customers and growing them

        acquiring as many new customers as possible

        eliminating unprofitable customers

        customizing products, prices, services, and/or communications for each customer

3. According to George Day, two approaches to gaining a relationship advantage include:

        customer intimacy and personalization

        supply-chain management and channel coordination

        sources of advantage and positions of advantage

        comprehensive solution management and customer relationship management

4. Which of the following statements is true about using satisfaction as a proxy for measuring loyalty?

        Loyal customers are likely to be satisfied, and satisfied customers are likely to be loyal.

        Loyal customers are likely to be satisfied, but not all satisfied customers will be loyal.

        Not all loyal customers are satisfied, but satisfied customers are likely to be loyal.

        Not all loyal customers will be satisfied, and not all satisfied customers will be loyal.