Briefs

Aug 30, 2002. Gartner predicts that 3/4 of businesses will fail to fully meet expectations for customer service excellence -- and, as a consequence, they will experience 100 percent turnover of their customer base every five years, on average.

Businesses usually are good at offline profiling and segmentation of their customer base when they want to brand or promote themselves, but such offline analyses are seldom made available to service agents or built into customer self-service applications. "That is a critical mistake," said Michael Maoz, vice president and research director for Gartner.

Other analysts said that customer value is the key and predicted that companies will evolve from revenue-based metrics to individual customer profitability.

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