I have recently finished a new white paper on Managing the Next Best Activity Decision, sponsored by KXEN.
Every interaction with your customers is an opportunity to build your relationship. It could be a personalized marketing offer or proactive customer service. To make sure this interaction maximizes the value of your customer relationship, many organizations are developing Next Best Activity (NBA) programs. NBA allows organizations to optimize each and every decision across the customer lifecycle – from customer acquisition to cross and up-sell, retention, customer service and more – regardless of channel.
This is now available on their site – http://www.kxen.com/res-offer/nba.