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Reduce Customer Support Cost Example


Business Issue
An OEM Company needs to enhance post-purchase relationships with their customers. This will enable the OEM to deepen these relationships while reducing costs.

Objective
Proactively address problematic conditions, resulting in reduced customer support costs.

Implementation
If the customer's PC is operating under problematic conditions caused by conflicts in software (e.g. application/driver conflict/hardware), a patch will be downloaded unobtrusively in the background to resolve this issue. This assists in maintaining a positive user experience and proactively resolving a potential PC conflict before a customer support call needs to be initiated.


Extend Relationships Through Cross-Selling Example


Business Issue
An OEM Company seeks to generate incremental revenue and extend their relationships with customers post-purchase through intelligent cross-selling.

Objective
Generate revenue through cross-selling MP3 Players to existing PC customers.

Implementation
If a customer's PC indicates that they have downloaded MP3 files and do not have a MP3 player connected to their PC, they will receive a communication about a special offer on the latest MP3 player.

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