1. 74% have improved customer cross-sell / up-sell, while industry
average companies report only half and laggards only a third of
this mark.
2. 63% state that their view of the customer has improved by greater
than 10%, more than double the combined improvement reported by
average and laggards.
3. 63% report that enterprise-wide use of BI has improved by greater
than 10%. This occurs at a rate that is three times greater than
industry average and laggard companies combined.
"Integrating unstructured information via text analytics enables analysis
of new untapped information (considered by many to represent over 85% of an
organization's data) including: web logs, word documents, emails, customer
surveys and feedback, field service notes and more," stated David Hatch,
research director at Aberdeen. "The ability to transform unstructured data
into relational data, and to open up information silos through enterprise
search technology, enables greater performance in proactive management of
customer relations. It also increases the amount and quality of actionable
information available for decision making. This improves the ROI realized
with enterprise use of BI applications."
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About Aberdeen Group, a Harte-Hanks Company
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corporations turn to Aberdeen™ for insights that drive decisions.
As a Harte-Hanks Company, Aberdeen plays a key role of putting content in
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analytical and independent view of the "customer optimization" process of
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© 2007 Aberdeen Group, Inc., a Harte-Hanks Company 260 Franklin Street Boston, Massachusetts 02110-3112 Telephone: (617) 723-7890 Fax: (617) 723-7897 www.aberdeen.com
Contact Information: Media Contact: David Hatch Research Director 617-854-5329 david.hatch@aberdeen.com