# Help with Number 3 Please

 Case 6-2 Template INSTRUCTIONS:  Read the case in the textbook.  As a team, answer the questions in this spreadsheet, then save and submit the assignment as one Microsoft® Excel® attachment.    Also, include a brief write-up of one paragraph explaining any issues or successes you had in answering these questions. This paragraph should be embedded within this tab below your last solution. Refer to and use the following abbreviations for the problems below:       • PS = Public Subscribers     • AD = Advertisers     • TC = Telephone Customers     • ISP = Internet Customers     • TOT = Total Customers 1. What percentage of the total does each of the four customer groups represent? Round to the nearest hundredth of a percent. 70,000+58,000+30,000+18,000=176,000                                                                                                                                                                                                             70000/176000=39.77%                                                                                                                                                                                                                                                      58000/176000=32.95%                                                                                                                                                                                                                                   30000/176000=17.05%                                                                                                                                                                                                                                             18000/176000=10.23% Use the cells below to fill in the appropriate numbers for the variables (PS, AD, TC, ISP) to check your answers. Variables Used PS= 70,000 AD= 58,000 TC= 30,000 ISP= 18,000 TOT= 176,000 Excel Formulas PS % of total 39.77% AD % of total 32.95% TC % of total 17.05% ISP % of total 10.23% Use the cursor to highlight the yellow cells and look at the area above the column headings to see the background formulas. What is great about a Microsoft®Excel® reference formula is you can change any of the non-total variables and the Total and Percentage answers will change; thus, allowing many what-if scenarios. Try it. 2. Minh’s data shows that on average only 4.6% of customers were purchasing complementary services available within Media Systems. By using his company’s services, Minh was projecting that these percentages would triple across all user groups within 1 year. a) How many customers would that equate to in total for each group?  b) What would be the difference compared to current levels? 4.6*3=13.8% increase in complementary services.                                                                                                                                                                   70,000*.138=9660                                                                                                                                                                                                 58,000*.138=8004                                                                                                                                                                                                      30,000*.138=4140                                                                                                                                                                                                            18,000*.138= 2484 Use the cells below to fill in the appropriate numbers for the variables (PS, AD, TC, ISP, current purchasing %, projected multiple factor, and % difference) to check your answers. Variables Used PS= 9,660 AD= 8,004 TC= 4,140 ISP= 2,484 Current Purchasing % 1.00% Projected multiple factor 1.00 % Difference 1.00% Excel Formulas Part A Part B PS= \$96.60 \$96.60 AD= \$80.04 \$80.04 TC= \$41.40 \$41.40 ISP= \$24.84 \$24.84 Use the cursor to highlight the yellow cells and look at the area above the column headings to see the background formulas. What is great about a Microsoft®Excel® reference formula is you can change any of the variables and the cells with formulas will change; thus, allowing many what-if scenarios. Try it. 3. Customer complaint data showed that within the last year, complaints by category were as follows: publication subscribers, 1,174; advertisers, 423; telephone service customers, 4,411; and ISP customers 823. a) What percentage of customers (round to two decimal places)complained within the last year in each category?  b) If the CRM software were able to reduce complaints by 50% each year over the next 2 years, how many complaints would there be by category at the end of that time period? And c) What would the number of complaints at the end of 2 years represent on a percentage basis? (Use this cell to answer parts a, b, and c. Be sure to show your work.) Now use the cells below to fill in the appropriate numbers for the variables to check your answers. Variables Used Complaints Customers PS= 1 1 AD= 1 1 TC= 1 1 ISP= 1 1 TOT= 4 4 Complaint reduction Factor 1% Excel Formulas Part A Part B Part C PS= 100.00% \$0.00 0.01% AD= 100.00% \$0.00 0.01% TC= 100.00% \$0.00 0.01% ISP= 100.00% \$0.00 0.01% Use the cursor to highlight the yellow cells and look at the area above the column headings to see the background formulas. What is great about a Microsoft®Excel® reference formula is you can change any of the variables and the cells with formulas will change; thus, allowing many what-if scenarios. Try it.

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