Relationship Examples

Web Searches, Contacts, and Inquiries

Every contact, inquiry and website search has to be evaluated to better understand the specific needs of a customer. This is especially important when a customer switches touchpoints, i.e. after unsuccessfully trying to find a service or product on the companies website, the customer picks up the phone and calls in.

The call center agent answering the call should get a head start by knowing the activities of this customer up-to-the-minute. Customer behavior models can only be as good as the data they are based on and must be consistent across all touchpoints.

Service Incidents

Service incident history for a customer is made available for promoting related or alternative products and calculating the cost side of expected lifetime customer value.

Recommendation List

The miocon™ Customer Context™ Cache can quickly provide all relevant information to collaborative filtering and other tools, regardless of touchpoint selected by the customer, when requesting recommendations.

Imminent updates to recommendation lists such as when a customer buys an item at one touchpoint can be relayed to a recommendation engine so the same product is not promoted at another touchpoint.

Offers and Quotes

All recent offers and quotes sent to a customer - regardless through which channel – can be made available at any touchpoint either for customer review or for a sales or service agent to answer customer questions on a specific offer.

Order Status

A complete order history for the last year or longer is available for understanding customer preferences, cross selling and answering questions.

Family Members

Knowing who belongs to the same family can greatly increase customer loyalty. It permits firms to maximize the family lifetime value instead of the individual customer lifetime value, recognizing that decisions regarding buying products and keeping services are made in a family context.

Family members of very profitable customers can now be treated with the same level of service as the main customer.

Household Members

People living together as roommates or as a family are considered part of the same household. This dynamic relationship is commonly used while selecting prospects for a marketing campaign to reduce duplicate mailings and conflicting messages.
The miocon™ Customer Context™ Server automatically tracks and maintains household relationships across all systems.

Account Balances

Financial information is the base for assessing a customer’s profitability, but more can be learned from this category.