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Customer activity maps: predicting and preempting customer activity

Picture this: Julie, a website visitor, decides to send a customer service e-mail. Given her browsing history, tone in her e-mail, and mailing list subscriptions, you know she is 70% likely to make a big purchase before the holidays. Her e-mail is routed to your best support agent – to provide support, and ultimately make a sale.

It might sound too good to be true, but if your company is collecting data about your customers, it’s not be far from reality. Every day, your customers are making decisions on which emails to read, products to buy, and pages to visit. If you’ve centralized this data, you can predict which of those actions matter, and just how likely they are to make other decisions.

Read more: http://insights.canopylabs.com/?p=823

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