Reinforcing CRM with Data Mining

2011 ◽  
pp. 950-954
Author(s):  
Dan Zhu
Keyword(s):  
Data Mining ◽  
World Wide Web ◽  
Customer Relationship Management ◽  
World Wide ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
The World ◽  
Automated Tools

With the explosive growth of information available on the World Wide Web, users must increasingly use automated tools to find, extract, filter, and evaluate desired information and resources. Companies are investing significant amounts of time and money on creating, developing, and enhancing individualized customer relationships, a process called customer relationship management, or CRM (Berry & Linoff, 1999; Buttle, 2003; Rud, 2000). Based on a report by the Aberdeen Group, worldwide CRM spending reached $13.7 billion in 2002 and should be close to $20 billion by 2006.

Analytical Competition for Managing Customer Relations

2011 ◽  
pp. 25-30 ◽  
Author(s):  
Dan Zhu
Keyword(s):  
Data Mining ◽  
World Wide Web ◽  
Text Mining ◽  
World Wide ◽  
Customer Relationship ◽  
Service Access ◽  
Web Content ◽  
The World ◽  
Content Mining ◽  
Automated Tools

With the advent of technology, information is available in abundance on the World Wide Web. In order to have appropriate and useful information users must increasingly use techniques and automated tools to search, extract, filter, analyze and evaluate desired information and resources. Data mining can be defined as the extraction of implicit, previously unknown, and potentially useful information from large databases. On the other hand, text mining is the process of extracting the information from an unstructured text. A standard text mining approach will involve categorization of text, text clustering, and extraction of concepts, granular taxonomies production, sentiment analysis, document summarization, and modeling (Fan et al, 2006). Furthermore, Web mining is the discovery and analysis of useful information using the World Wide Web (Berry, 2002; Mobasher, 2007). This broad definition encompasses “web content mining,” the automated search for resources and retrieval of information from millions of websites and online databases, as well as “web usage mining,” the discovery and analysis of users’ website navigation and online service access patterns. Companies are investing significant amounts of time and money on creating, developing, and enhancing individualized customer relationship, a process called customer relationship management or CRM. Based on a report by the Aberdeen Group, worldwide CRM spending reached close to $20 billion by 2006. Today, to improve the customer relationship, most companies collect and refine massive amounts of data available through the customers. To increase the value of current information resources, data mining techniques can be rapidly implemented on existing software and hardware platforms, and integrated with new products and systems (Wang et al., 2008). If implemented on high-performance client/server or parallel processing computers, data mining tools can analyze enormous databases to answer customer-centric questions such as, “Which clients have the highest likelihood of responding to my next promotional mailing, and why.” This paper provides a basic introduction to data mining and other related technologies and their applications in CRM.

From Local Information Systems to Global Customer Relationship Management

2014 ◽  
pp. 299-305 ◽  
Author(s):  
Ulas Akkucuk
Keyword(s):  
Eastern Europe ◽  
Customer Relationship Management ◽  
Information Technologies ◽  
Relationship Management ◽  
Local Information ◽  
Customer Relationships ◽  
Customer Relationship ◽  
The World ◽  
Flow Of Information ◽  
Opening Up

Advances in computer and information technologies have been utilized by companies all over the world since the 1990s. Corresponding roughly to the same period, global trade has increased dramatically. The opening up of large markets like China and the Eastern Europe contributed to this trend. National companies turned global and had to manage operations in a number of different countries. Companies strived to maintain better customer relationships through CRM programs aimed at managing the flow of information, interacting with the customers, and in the end, formulating individualized offerings for them. Globalization has led to the development of the new notion of Global Customer Relationship Management as opposed to having independent local CRM programs operating in the subsidiaries. This chapter presents the issues facing the implementation of such Global CRM programs and provides the important conceptual frameworks proposed in the literature.

scholarly journals An exploration on customer relationship management and its perspectives: aviation sector

2012 ◽  
Vol 1 (3) ◽  
pp. 203-207
Author(s):  
Malini D H
Keyword(s):  
Customer Relationship Management ◽  
Airline Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Aviation Industry ◽  
Marketing Concept ◽  
The World ◽  
Acquisition Costs

The CRM approach has received increased attention as a marketing concept during the last decades (Sin et al.2005; Osarenkhoe and Bennani 2007; Wilson et al. 2002). By combining the abilities to respond directly to customer requests and to provide the customer with a highly interactive, customized experience. Organizations today have greater scope for establish, cultivate, and maintain long-term customer relationships than ever before. The ultimate goal is to transform these relationships into greater profitability by increasing repeat purchase rates and reducing customer acquisition costs. Indeed, this revolution in customer relationship management or CRM as it is called has been referred to as the new ―mantra‖ of marketing (Russell S. Winer 2001). The Indian aviation industry is identified as one of the fastest growing industry in the world with private airlines accounting for more than 75 per cent of the sector. It is noticed that the 9th largest position in the aviation market in the world is India. In the present study the effort has been made to examine and analyze the effects of CRM and its contribution towards airline industry and also to develop and clarify a conceptual framework integrating CRM constructs, and its implications on aviation industry.

From Local Information Systems to Global Customer Relationship Management

2015 ◽  
pp. 759-765
Author(s):  
Ulas Akkucuk
Keyword(s):  
Eastern Europe ◽  
Customer Relationship Management ◽  
Information Technologies ◽  
Relationship Management ◽  
Local Information ◽  
Customer Relationships ◽  
Customer Relationship ◽  
The World ◽  
Flow Of Information ◽  
Opening Up

Advances in computer and information technologies have been utilized by companies all over the world since the 1990s. Corresponding roughly to the same period, global trade has increased dramatically. The opening up of large markets like China and the Eastern Europe contributed to this trend. National companies turned global and had to manage operations in a number of different countries. Companies strived to maintain better customer relationships through CRM programs aimed at managing the flow of information, interacting with the customers, and in the end, formulating individualized offerings for them. Globalization has led to the development of the new notion of Global Customer Relationship Management as opposed to having independent local CRM programs operating in the subsidiaries. This chapter presents the issues facing the implementation of such Global CRM programs and provides the important conceptual frameworks proposed in the literature.

scholarly journals Personalised hypermedia presentation techniques for improving online customer relationships

2001 ◽  
Vol 16 (2) ◽  
pp. 111-155 ◽  
Author(s):  
ALFRED KOBSA ◽  
JÜRGEN KOENEMANN ◽  
WOLFGANG POHL
Keyword(s):  
World Wide Web ◽  
World Wide ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Computer Usage ◽  
Educational Systems ◽  
Comprehensive Overview ◽  
The World ◽  
Adaptive Educational Systems ◽  
The Individual

This article gives a comprehensive overview of techniques for personalised hypermedia presentation. It describes the data about the computer user, the computer usage and the physical environment that can be taken into account when adapting hypermedia pages to the needs of the current user. Methods for acquiring these data, for representing them as models in formal systems and for making generalisations and predictions about the user based thereon are discussed. Different types of hypermedia adaptation to the individual user's needs are distinguished and recommendations for further research and applications given. While the focus of the article is on hypermedia adaptation for improving customer relationship management utilising the World Wide Web, many of the techniques and distinctions also apply to other types of personalised hypermedia applications within and outside the World Wide Web, like adaptive educational systems.

scholarly journals Penerapan Algoritma Fuzzy C-Means Dipadukan Dengan Model Fuzzy Recency Frequency Monetary (RFM) Untuk Customer Relationship Management (CRM) (Studi Kasus Di TokoSweet Amirah Medan)

2019 ◽  
Vol 15 (1) ◽  
pp. 7
Author(s):  
Yohanni Syahra ◽  
Yusnidah Y ◽  
Beni Andika
Keyword(s):  
Data Mining ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Fuzzy C Means

Konsumen merupakan aset yang sangat penting bagi perusahaan retail.Hal ini adalah alasan mengapa perusahaan retail harus merencanakan dan menggunakan strategi yang cukup jelas dalam memperlakukan konsumen.Dengan banyaknya jumlah konsumen yang dimiliki oleh suatu perusahaan retail, maka masalah yang dihadapi adalah bagaimana menentukan konsumen potensial.Dengan menerapkan konsep CRM (Customer Relationship Management), perusahaan dapat melakukan identifikasi konsumen potensial dengan melakukan segmentasi konsumen. Tujuan dari proses segmentasi konsumen adalah untuk mengetahui perilaku konsumen dan menerapkan strategi pemasaran yang tepat sehingga mendatangkan keuntungan bagi pihak perusahaan. Penelitian ini membahas tentang bagaimana proses data mining dari data konsumen di Toko Sweet Amirah, yaitu perusahaan retail yang khusus menjual perlengkapan dan peralatan bayi serta underwear pria dan wanita dewasa dan anak-anak dan berlokasi di Jalan Gedung Arca No. 29 B-C, Medan.ProsesData Miningini menggunakan data yang berasal dari data penjualan pada Toko Sweet Amirah dan bertujuan untuk mencari konsumen potensial.Model RFM merupakan model segmentasi yang umum digunakan pada perusahaan retail. Selanjutnya melakukan proses clustering menggunakan algoritma Fuzzy C-Means (FCM). Pada FCM jumlah cluster ditentukan. Hasil clustering dari algoritma tersebut digunakan untuk Aplikasidata miningmenggunakan MATLAB versi 7.10.0 dan memanfaatkan beberapatoolboxyaituFuzzy Logic ToolboxdanDatabase Toolbox

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