document.write( "<A HREF=/cgi-bin/jump-to-question.mpl?question=792690>Question 792690</A>: <I><SPAN STYLE=\"word-break: break-all;\"> Minh Phan is going over the numbers one more time. He is about to make the most important sales<BR>\n" );
document.write( "presentation of his young career, and wants everything to be right. His prospective client, Media<BR>\n" );
document.write( "Systems, Inc., is one of the country’s leading media and communications organizations. Media Systems’<BR>\n" );
document.write( "primary challenge is how to effectively manage its diverse customer base. The company has<BR>\n" );
document.write( "70,000 publication subscribers, 58,000 advertisers, 30,000 telephone services customers, and<BR>\n" );
document.write( "18,000 ISP (Internet service provider) customers. The company had little information about who its<BR>\n" );
document.write( "customers truly were, which products they were using, and how satisfied they were with the service<BR>\n" );
document.write( "they received. That’s where Minh and his company, Customer Solution Technologies, LLC, came<BR>\n" );
document.write( "in. Through the use of customer relationship management software, Minh believed Media Systems<BR>\n" );
document.write( "would be able to substantially improve its ability to cross-sell and up-sell multiple media and communications<BR>\n" );
document.write( "services to customers, while substantially reducing customer complaints.\r<BR>\n" );
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document.write( "1. What percentage of the total does each of the four customer groups represent? Round to the<BR>\n" );
document.write( "nearest hundredth of a percent.\r<BR>\n" );
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document.write( "2. Minh’s data shows that on average, only 4.6% of customers were purchasing complementary services available within Media Systems.<BR>\n" );
document.write( "By using his company’s services, Minh was projecting that these percentages would triple across all user groups within one year. How<BR>\n" );
document.write( "many customers would that equate to in total for each group? What would be the difference compared to current levels?\r<BR>\n" );
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document.write( "3. Customer complaint data showed that within the last year, complaints by category were as follows: publication subscribers, 1,174; advertisers,<BR>\n" );
document.write( "423; telephone service customers, 4,411; and ISP customers 823. What percentage of customers (round to two decimal places)<BR>\n" );
document.write( "complained within the last year in each category? If the CRM software were able to reduce complaints by 50% each year over the next<BR>\n" );
document.write( "two years, how many complaints would there be by category at the end of that time period? What would the number of complaints at the<BR>\n" );
document.write( "end of two years represent on a percentage basis?<BR>\n" );
document.write( " </SPAN>\n" );
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