| Internet | ||||||||
|---|---|---|---|---|---|---|---|---|
| Percent of large companies citing how they plan to use the | ||||||||
| information they have assembled on their customers, U.S. | ||||||||
| % | ||||||||
| In 1999 | In 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% | ||||||
| JOURNAL/SOURCE/TITLE | DATE | PAGE | ||||||
| BUSINESS WEEK/ | 26-Jul-99 |
EB23 |
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| Forrester Research/ | ||||||||
| *THE INFORMATION GOLD | ||||||||
| MINE - THE CUSTOMER.... | ||||||||
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