28. An Internet-based knowledge management system that shortens customer response times would be an e-business technique that contributes to the competitive advantage of a ________. (A) cost leader (B) differentiator (C) brick (D) focuser

6. If a bank estimates the capabilities of its employees who provide customer service prior to implementing a new training program designed to change their method of providing customer service, it is ________. (A) conducting an external analysis (B) formulating its corporate strategies (C) doing an internal analysis (D) formulating its competitive strategies

28. An Internet-based knowledge management system that shortens customer response times would be an e-business technique that contributes to the competitive advantage of a ________.
(A) cost leader
(B) differentiator
(C) brick
(D) focuser

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