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Scenario for Households
Call center agents commonly use the Households screen in a business-to-consumer setting. Viewing household information allows for cross-selling, upselling, and sell-through opportunities. Combined with Siebel Marketing and Analytics, the Households screen provides the basis for consumer segmentation and analysis.
The Households screen displays market segment information on the household as a whole, as well as a summary of information about the individual contacts who are household members. Call center agents use the Households screen to identify and capture demographic information about a household, and also to review assets, products, activities, and contact information associated with the household. This information helps the agent assess the customer's data and history to better meet the customer's needs.