Practical Management Science
6th Edition
ISBN: 9781337406659
Author: WINSTON, Wayne L.
Publisher: Cengage,
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For its next chapter, the company plans to go deeper into AI and bot assistance
through predictive customer engagement. Emmanuel said: “This will help us tap into
real data sources to quickly and efficiently expand our support operations, while
keeping an eye on future growth opportunities.”
With reference to this statement from the case study, outline and explain how CRM
metrics can help Multichoice achieve this.
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