ABSTRACT
Today’s business environment presents an ever-changing set of demands. Knowing your end consumers’ current needs, purchasing habits, and decision-making processes is critical for success. The mass market of consumers no longer exists. In its place are multidimensional consumers-the same person belongs to different groups of consumers depending upon the product, service, or circumstance. These multidimensional consumers are also multichannel consumers, meaning that they contact your company with whatever channel of communication is convenient to them at the moment: in person, phone, fax, mail, or Internet. They expect seamless service regardless of the channel used. The demand side of the business environment has changed forever.
