Avoiding Random Acts of Contact  Imagine this. You frequently
buy goods from a company that sells dozens of products under
four popular brand names. Each of the organization's divisions
independently captures, manages and analyzes data about you and
your transactions.  However, because these business units don't
share detailed customer information, you're increasingly
frustrated by e-mail, phone and direct mail offers that are
redundant, irrelevant or ignore your demonstrated loyalty to
specific products.  It's not surprising that under a single
corporate banner, multiple divisions often vie for attention
from the same "best" customers. But without guidelines that
coordinate message content, channels and timing, recipients may
feel bombarded by too much of a good thing. That's what a
leading technology manufacturer discovered recently when
examining the behavior of its most valuable customers. Analysis
revealed that, over time, the top 20 percent grew less
responsive to new offers. As these customers received