| BUSINESSWEEK ONLINE : JULY 26, 1999 ISSUE | ||||||||
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| BUSINESS WEEK E.BIZ -- COVER STORY
The Customer-Data Motherlode How companies plan to use the information they have assembled on their
customers
1999 2001
MARKETING 18% 52%
CUSTOMER SERVICE 16% 48%
SALES 16% 34%
PROCESS IMPROVEMENT 2% 22%
FRAUD DETECTION 10% 14%
PRODUCT DEVELOPMENT 4% 10%
DON'T USE DATA 72% 0%
DON'T KNOW 0% 18%
How companies expect they will benefit from their wealth of customer
information
1999 2001
INCREASE REVENUE 20% 74%
CUT EXPENSES 16% 34%
NO IMPACT 72% 0%
DON'T KNOW 0% 20%
DATA, FORRESTER RESEARCH SURVEY OF 50 OF THE 1,000 LARGEST U.S. COMPANIES
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 RELATED ITEMS The Information Gold Mine TABLE: What You Need in Your Toolbox for Mining Data TABLE: The Customer-Data Motherlode E.piphany: Everything You Need to Know about Your Client Furniture.com: Turning Visitors into Buyers Gurus' Guide to Knowing Your Customer Commentary: Washington Must Step In to Protect E-Privacy INTERACT E-Mail to Business Week Online | |||
