Customer Insight by Exploring a Customer Behavior Model on Top of a Nucleus Database
Michiaki Taniguchi, Michael Haft, Reimar Hofmann · 2002
Customer Relationship Management has become mandatory for large and medium scale enterprises. Many companies have already made significant investments to collect data in a customer centric way such that all information regarding a customer is accessible in one place independent of channel (visit, telephone, web,... ), action (buy, complaint, information gathering,... ), department or region. This customer centric organization of data is mostly exploited in sales and services where it allows the agent to quickly obtain all information regarding a customer,for example when the customer calls