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      Dr. Lakshmi Mohan

Another Example: HP - Adopted SAS Text Miner Software

Textual Analysis of Comments by Customers in Call Center Records

“Customers who were really loyal were talking to the Call Center about different things than Customers who weren’t so loyal, or Customers who did not buy as frequently or in as high a volume”

Lead Classification Based on Textual Notes Collected from an Initial Call Center Contact

Divide New Leads into Cold, Medium and Hot rankings

80% success rate                                                           i.e., the leads performed as predicted,                      when the leads were passed to the sales staff

Source: “7 Strategies for Profiting from Customer Data”, Destination crm.com, July 1, 2004

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