Business intelligence (BI) softwareis
increasingly being deployed to improve customer service in end-user
businesses, a survey fromanalyst Gartnerhas
found.
38.8% of respondents rated improved customer satisfaction as the
primary benefit expected when implementing BI as part of any
enterprise application project. The secondary benefit was increased
profit management at 27.6.
End-users surveyed by Gartner highlighted data quality, BI
scorecard and BI framework development as the most important
priorities at 68.4%, and 65.2% respectively.
Gartner predicted that by 2012, suppliers will provide over half
of the skills and capabilities to support the implementation of
business intelligence and performance management in end-user
businesses.
As BI projects evolve into fully fledged IT strateggies, Gartner
expects users to buy consulting services to implement BI rather
than buy off-the-shelf software.