The organisation should split current and prospective customers into segments using stated criteria and shape distinct engagement approaches for each of them. It should know how each segment prefers to be contacted, run routes through which customers can get in touch without difficulty and give feedback, and respond promptly and openly. Contact should be maintained through personal relationships and suitable technology, with the skills needed on both sides, customer information kept current, and communities created where customers can share experience and help one another.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.