Data completeness: a key to effective net-based customer service systems

Authors:
M. Kathryn Brohman;Richard T. Watson;Gabriele Piccoli;A. Parasurama
Affiliations:
University of Georgia, Athens;University of Georgia, Athens;Cornell University, Ithaca, NY;University of Miami, FL
Venue:
Communications of the ACM - E-services: a cornucopia of digital offerings ushers in the next Net-based evolution
Year:
2003

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Abstract

To gain and maintain customer loyalty, a firm must learn how to best translate and mine the data they have on those customers.