Introduction

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As the business world becomes increasingly competitive and companies look deeper and deeper for a competitive advantage, it is no surprise that the term "business intelligence" (BI) has become part of our normal business speak. Chances are, your employer pines for information about marketing effectiveness, sales efficiency, revenue pipelines, service resolution times, employee utilization, return on investment, and more.

Another growing trend in today's business world is the popularity of software as a service (SaaS), whereby companies pay to use software but do not pay to own, install, maintain, or support the software. Companies are realizing significant ...

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