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

@article{Brohman2003DataCA,
  title={Data completeness: a key to effective net-based customer service systems},
  author={M. Kathryn Brohman and Richard T. Watson and Gabriele Piccoli and A. Parasuraman},
  journal={Commun. ACM},
  year={2003},
  volume={46},
  pages={47-51}
}
To gain and maintain customer loyalty, a firm must learn how to best translate and mine the data they have on those customers. 
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