: "Nielsen said the company's customer relationship management software system lets him know, in real time, how many people have entered a store, who sees their advertising, and how much they're willing to spend on a home theater system, which is usually around $100,000."

If need be, said Nielsen, a salesperson will teach the customer's entire household how to operate the new home theater system. And after five days, the CRM system prompts the salesperson to handwrite a thank you card. Then, 21 days later, it reminds the store's manager to send a thank you card with a gift.

tags: interface control point