Customers are any organization's most important assets. A significant challenge is to retain existing customers as well as to identify and attract new customers. One key to this process is to learn what customers want, and equally importantly, to ensure that all interactions with customers are monitored and that the results are incorporated in processes and products that serve to enhance customer experiences. For example, this learning can take the form of discovering patterns of activity in which customers engage prior to terminating a service, in order to avert losing a customer. Or it may take the form of learning the patterns of activity that members of some non-customer group exhibited prior to purchasing a product or service, in order to generate incentives or promotions that would influence new target customers. Above all, it is important to learn patterns of activity that represent customer attempts to resolve problem situations, regardless of whether they are product or service related, not only to help ensure that the customer remains a customer, but also to provide an early warning mechanism that can identify potential internal organizational problems.