Customize the business structure of your next best actions by creating an
additional group in Next-Best-Action Designer that you can later use to create
a personalized bundle.Note: This procedure describes an example Next-Best-Action Designer configuration that you can follow to familiarize yourself
with Next-Best-Action Designer. Use it for training purposes, for example, in
a sandbox environment.
The next-best-action business structure consists of the following items:
- Issues are different areas of focus for your business. A business issue is
the purpose behind the actions that you offer to your customers, for
- Actions with the purpose of retaining existing customers belong to
the business issue of Retention. For example, offering an upgraded
personalized mobile plan (including unlimited data, minutes, and
texts), priced according to the
needs and business requirements.
- Actions with the purpose of acquiring new customers belong to the
business issue of Acquisition. For example, offering a personalized
mobile plan (including data, minutes, and texts), priced according
to the customer needs and business requirements.
- Actions with the purpose of upselling or cross-selling that are
outside of the business issue of Retention belong to the business
issue of Selling. For example, offering a customer a relevant
entertainment package for their TV subscription.
- Groups logically organize actions. For example, as part of the business
issue of Acquisition, you can create groups for products like credit cards,
mortgages, or personal loans.
- In Next-Best-Action Designer, click
- In the Taxonomy section, click
- In the list of issues and groups, in the Retention row,
click the More icon, and then select Configure
- In the Configure Retention groups dialog box, create a new
- Click Create.
- Enter the name of a group, for example,
- Click Apply.
- Click Save.