This robust analysis makes the data actionable for use in exceeding
customers’ expectations and securing long-term engagement.
The training focus for 2013–2014 was deployment of the
Platinum rule to ensure that the CRMS is used to understand
requirements and expectations of customers. The Platinum rule
goes beyond the Golden rule that states “do for others as you
would have them do for you”—encouraging the workforce to “do
for customers according to the customer’s preference.” The preference
database was fully deployed throughout C4
V to all NCA,
VBA, and VHA services and facilities during this campaign.