Customers’ Expectations and Needs in the Business Intelligence Software Market

Adis Sabanovic, Klaus Solberg Søilen


This paper aims to find out what companies desire when choosing a Business Intelligence (BI) system. We look at what their needs are and what they expect and understand from this software system, which can make them work more efficient and gain better knowledge about the business they are in. A web questionnaire was used for 67 Swedish companies from various industries. The results are summarized and analyzed in cross tables for comparison. A model called The PET-model of BI implementation was created as a result of the theoretical findings. The model is used to finalize the results and the conclusions of the paper. The paper provides an argument for and an analysis of what is expected from a valuable BI Software Solution. It provides relevant facts about companies’ BI usage habits, which again is a guideline for BI software product development.


Business Intelligence, Software, PET-model, customers’ expectations

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