math

Minh Phan is going over the numbers one more time. He is about to make the most important sales
presentation of his young career, and wants everything to be right. His prospective client, Media
Systems, Inc., is one of the country’s leading media and communications organizations. Media Sys-
tems’ primary challenge is how to effectively manage its diverse customer base. The company has
70,000 publication subscribers, 58,000 advertisers, 30,000 telephone services customers, and
18,000 ISP (Internet service provider) customers. The company had little information about who its
customers truly were, which products they were using, and how satisfied they were with the service
they received. That’s where Minh and his company, Customer Solution Technologies, LLC, came
in. Through the use of customer relationship management software, Minh believed Media Systems
would be able to substantially improve its ability to cross-sell and up-sell multiple media and com-
munications services to customers, while substantially reducing customer complaints.