Case Studies

Customer complaint data showed that within the last year, complaints by category were as follows: publication subscribers, 1,174; advertisers, 423; telephone service customers, 4,411; and ISP customers 823. What percentage of customers (round to two decimal places) complained within the last year in each category? If the CRM software were able to reduce complaints by 50% each year over the next two years, how many complaints would there be by category at the end of that time period? What would the number of complaints at the end of two years represent on a percentage basis?

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