How to use BI to improve the customer experience

When Timothy J. Whall became CEO of Protection 1, a full-service provider of residential and business security solutions, in 2010, he made it clear that the company’s primary goal was to reduce attrition. The way he planned to do this was by improving customer service as well as the customer experience, both for business and residential customers.A subscription-based service with nearly 2 million customers across the United States, Protection 1’s new management team understood that t