The velocity of compressional waves in a limestone is determined up to 25 kb. Two phase transitions occur in this range of pressure. The first (at about 15 kb) is associated with a pronounced and continuous decrease in velocity and a marked increase in attenuation; the second (at 23 kb) is associated with a discontinuous jump in velocity and no appreciable change in attenuation. The velocity of shear waves is determined up to 15 kb; a decrease in velocity similar to that in the P velocity appears at about this pressure. Poisson's ratio computed from the velocity data drops from 0.29 at 13 kb to 0.19 at 15 kb. A detailed study of strain up to 21.5 kb reveals no discontinuous change in volume and suggests that on a macroscopic scale the first transition is a high‐order phase transition. Using data from the velocity measurement and the strain measurement, we estimated the characteristic time for the first transition to be about 0.05 μsec. Not enough data are available to estimate the characteristic time for the second transition, but it must be very much longer. Inside the earth a phase transition with a characteristic time of about or less than 0.1–1 sec may affect the propagation of seismic waves in much the same way as the first calcite transition affects the propagation of the ultrasonic waves and thus result in a pronounced decrease in velocity and a marked increase in attenuation. The decrease in Poisson's ratio may serve as a criterion for differentiating phase transitions from other possible causes for low‐velocity layers.
A customer relationship management approach: Integrating the call centre with customer information Received (in revised form): 5th December, 2000 Michael Meltzer has over 20 years' experience in financial services, telecommunication companies and information technology. He has authored many articles on financial services and computing using the customer-focused approach, and is a frequent speaker at industry conferences. With a Bachelor's degree in Marketing and a Master's degree in Business Administration, Michael is a valued member of DMR Consultants global practice. He specialises in CRM/e-business, benefits realisation and performance measurement.
AbstractIn the age of the e-consumer and the need to manage customer relationships the marketing dilemma that many financial service providers (FSPs) face is how to get closer to their target market without investing more in bricks and mortar than clicks and mortar. This paper looks at how the call centre and the contact centre can be integrated as part of a multi-channel contact and touch-point management within a customer relationship management (CRM) solution based on a scaleable data warehouse (SDW) architecture as the infrastructure for competitive advantage.The way customers are treated and their value to an organisation are reviewed with an emphasis on the customercentric view. The evolution of the call centre, contact centre and e-service are also discussed.This paper explores how the CRM philosophy and SDW architectures can be effectively integrated and implemented and lead to success. There is also a need for clear marketing strategies that can be applied to web and wireless enabled call/contact centres. This is to support customer retention, cross-selling and up-selling opportunities to improve direct/continuous marketing campaigns, marketing to the segment of one and to put the organisation on the road to marketing one to one.
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