Download PDF by Zeldin S. D.: [Article] On the Structure of Finite Continuous Groups with

By Zeldin S. D.

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The two organizations meet regularly and maintain a weekly performance scorecard. The organizational missions of both Juniper's Customer Support department and its Marketing department are centered on the customer experience. As Juniper understands more about its customers' behaviors and preferences, RMs can influence them. For instance, if a customer purchases a Juniper credit card through a direct-mail promotion, an RM would highlight the benefits of Internet banking in his welcome call to that customer, potentially steering her toward a more profitable channel and evolving her toward online bill payment.

Consider the illustration from Figure 3-1 as revised in Figure 3-3 to accommodate a high-value customer. Figure 3-3. Adding customer intelligence to customer support In this example, the angry customer's profile is maintained on a CRM server or, more likely, on an enterprise data warehouse that contains a superset of information about that customer, not simply his calls to the contact center. Such a database might include information about the marketing promotions the customer has received, his travel history, how he books his tickets, his seating and meal preferences, and his use of partner products and services.

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