Customer Relationship Management and Knowledge Discovery in Database

2009 ◽  
pp. 1778-1786 ◽  
Author(s):  
Jounghae Bang ◽  
Nikhilesh Dholakia ◽  
Lutz Hamel ◽  
Seung-Kyoon Shin
Keyword(s):  
Knowledge Discovery ◽  
Business Strategy ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Business Success ◽  
Customer Data ◽  
Knowledge Discovery In Database ◽  
Process Coordination ◽  
A Company

Customer relationships are increasingly central to business success (Kotler, 1997; Reichheld & Sasser, 1990). Acquiring new customers is five to seven times costlier than retaining existing customers (Kotler, 1997). Simply by reducing customer defections by 5%, a company can improve profits by 25% to 85% (Reichheld & Sasser, 1990). Relationship marketing—getting to know customers intimately by understanding their preferences—has emerged as a key business strategy for customer retention (Dyche, 2002). Internet and related technologies offer amazing possibilities for creating and sustaining ideal customer relationships (Goodhue, Wixom, & Watson, 2002; Ives, 1990; Moorman, Zaltman, & Deshpande, 1992). Internet is not only an important and convenient new channel for promotion, transactions, and business process coordination; it is also a source of customer data (Shaw, Subramaniam, Tan, & Welge, 2001). Huge customer data warehouses are being created using advanced database technologies (Fayyad, Piatetsky-Shapiro, & Smyth, 1996).

Customer Relationship Management and Knowledge Discovery in Database

2010 ◽  
pp. 902-907
Author(s):  
Jounghae Bang ◽  
Nikhilesh Dholakiam ◽  
Lutz Hamel ◽  
Seung-Kyoon Shin
Keyword(s):  
Knowledge Discovery ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Knowledge Discovery In Databases ◽  
Data Warehouses ◽  
Customer Data ◽  
Purchase Patterns

Customer relationships are increasingly central to business success (Kotler, 1997; Reichheld & Sasser, 1990). Acquiring new customers is five to seven times costlier than retaining existing customers (Kotler, 1997). Simply by reducing customer defections by 5%, a company can improve profits by 25% to 85% (Reichheld & Sasser, 1990). Relationship marketing—getting to know customers intimately by understanding their preferences—has emerged as a key business strategy for customer retention (Dyche, 2002). Internet and related technologies offer amazing possibilities for creating and sustaining ideal customer relationships (Goodhue, Wixom, & Watson, 2002; Ives, 1990; Moorman, Zaltman, & Deshpande, 1992). Internet is not only an important and convenient new channel for promotion, transactions, and business process coordination; it is also a source of customer data (Shaw, Subramaniam, Tan, & Welge, 2001). Huge customer data warehouses are being created using advanced database technologies (Fayyad, Piatetsky- Shapiro, & Smyth, 1996). Customer data warehouses by themselves offer no competitive advantages: insightful customer knowledge must be extracted from such data (Kim, Kim, & Lee, 2002). Valuable marketing insights about customer characteristics and their purchase patterns, however, are often hidden and untapped (Shaw et al., 2001). Data mining and knowledge discovery in databases (KDD) facilitate extraction of valuable knowledge from rapidly growing volumes of data (Mackinnon, 1999; Fayyad et al., 1996). This article provides a brief review of customer relationship issues. The article focuses on: (1) customer relationship management (CRM) technologies, (2) KDD techniques, and (3) Key CRM-KDD linkages in terms of relationship marketing. The article concludes with the observations about the state-of-the-art and future directions.

Customer Relationship Management and Knowledge Discovery in Database

2010 ◽  
pp. 2015-2023
Author(s):  
Jounghae Bang ◽  
Nikhilesh Dholakiam ◽  
Lutz Hamel ◽  
Seung-Kyoon Shin
Keyword(s):  
Knowledge Discovery ◽  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Knowledge Discovery In Databases ◽  
Data Warehouses ◽  
Customer Data ◽  
Purchase Patterns

Customer relationships are increasingly central to business success (Kotler, 1997; Reichheld & Sasser, 1990). Acquiring new customers is five to seven times costlier than retaining existing customers (Kotler, 1997). Simply by reducing customer defections by 5%, a company can improve profits by 25% to 85% (Reichheld & Sasser, 1990). Relationship marketing—getting to know customers intimately by understanding their preferences—has emerged as a key business strategy for customer retention (Dyche, 2002). Internet and related technologies offer amazing possibilities for creating and sustaining ideal customer relationships (Goodhue, Wixom, & Watson, 2002; Ives, 1990; Moorman, Zaltman, & Deshpande, 1992). Internet is not only an important and convenient new channel for promotion, transactions, and business process coordination; it is also a source of customer data (Shaw, Subramaniam, Tan, & Welge, 2001). Huge customer data warehouses are being created using advanced database technologies (Fayyad, Piatetsky- Shapiro, & Smyth, 1996). Customer data warehouses by themselves offer no competitive advantages: insightful customer knowledge must be extracted from such data (Kim, Kim, & Lee, 2002). Valuable marketing insights about customer characteristics and their purchase patterns, however, are often hidden and untapped (Shaw et al., 2001). Data mining and knowledge discovery in databases (KDD) facilitate extraction of valuable knowledge from rapidly growing volumes of data (Mackinnon, 1999; Fayyad et al., 1996). This article provides a brief review of customer relationship issues. The article focuses on: (1) customer relationship management (CRM) technologies, (2) KDD techniques, and (3) Key CRM-KDD linkages in terms of relationship marketing. The article concludes with the observations about the state-of-the-art and future directions.

scholarly journals The Implementation of Customer Relationship Management (CRM) Supported by SMS Gateway Technology

2019 ◽  
Vol 16 (1) ◽  
pp. 45
Author(s):  
Komang Redy Winatha
Keyword(s):  
Customer Relationship Management ◽  
Service Management ◽  
Environmental Changes ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Web Based ◽  
Customer Data ◽  
Gateway Technology ◽  
Web Based System

Responding to the higher restaurant industry competition, the Mailaku Roemah Nongkrong restaurant was not too flexible in facing an environmental changes. It was still using manual technology while there was an advancing technological developments. It was still applying the internal resources for business development. One way to overcome this problem is by utilizing technology and the concept of customer relationship management (CRM). CRM is a marketing strategy to create and maintain customer relationships and reduce the possibility of customers moving to other competitors. This study presented the development and implementation of CRM in a web-based system that was supported by sms gateway technology. The research methodology that will be used in this study consists of some steps, such as library study, observation, interviews, and system development which was divided into analysis, design, coding, and testing. The result was a web-based system was able to manage customer data, product promotion, and customer service management to create good relationships with customers. This system can be as an alternative for restaurants and customers in establishing practical business communication.

The CRM-KDD Nexus

2005 ◽  
pp. 2803-2808
Author(s):  
Nikhilesh Dholakia ◽  
Jounghae Bang ◽  
Lutz Hamel ◽  
Seung-Kyoon Shin
Keyword(s):  
Relationship Marketing ◽  
Business Strategy ◽  
Customer Retention ◽  
Customer Relationships ◽  
Business Success ◽  
A Company

Customer relationships are increasingly central to business success (Kotler, 1997; Reichheld & Sasser, 1990). Acquiring new customers is five to seven times costlier than retaining existing customers (Kotler, 1997). Simply by reducing customer defections by 5%, a company can improve profits by 25% to 85% (Reichheld & Sasser, 1990). Relationship marketing—getting to know customers intimately by understanding their preferences—has emerged as a key business strategy for customer retention (Dyche, 2002).

scholarly journals The Dynamic Structure Of Customer Relationship Management With Implications For Business Implementation

2011 ◽  
Vol 6 (6) ◽  
Author(s):  
Kuan C. Chen
Keyword(s):  
Customer Relationship Management ◽  
Business Strategy ◽  
Relationship Management ◽  
Control Policy ◽  
Dynamic Structure ◽  
Scenario Planning ◽  
Management Control ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Holistic View

<p class="MsoNormal" style="text-justify: inter-ideograph; text-align: justify; margin: 0in 0.5in 0pt;"><span style="font-size: 10pt;"><span style="font-family: Times New Roman;">CRM (Customer Relationship Management) is a systematic business approach using information and on-going dialogue to build long lasting and mutually beneficial customer relationships. CRM integrates data, technology, analyses and marketing and communications processes across all customer touch-points. CRM can be an effective business strategy tool when used appropriately, especially now in our customer center business.<span style="mso-spacerun: yes;">&nbsp; </span>To the end, a holistic view of the implementation of CRM should be made in order to discuss the pro and con about this strategy.<span style="mso-spacerun: yes;">&nbsp; </span>This paper will review a number of CRM literatures and a conceptual systems thinking model will be built to explore these Customer Relationship Management related components to guide the administrators as they attempt to steer the Customer Relationship Management clear of these obstacles.<span style="mso-spacerun: yes;">&nbsp; </span>Specifically, systems feedback loops as a tool to demonstrate the dynamic structure of Customer Relationship Management components and assist the management control policy scenario planning.</span></span></p>

scholarly journals The implementation of social customer relationship management for tourism information system

2021 ◽  
Vol 24 (3) ◽  
pp. 1578
Author(s):  
Ali Ibrahim ◽  
Dwi Rosa Indah ◽  
Devi Indra Meytri
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Model Development ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Data ◽  
Social Crm ◽  
Tourism Information ◽  
Waterfall Model

Semambu island village, Ogan Ilir regency, south Sumatra has been used as an agricultural and livestock education tour destination since November 2017 and there has been no customer data management since then. The use of social media as a promotional tool has not been done to its maximum potential. This can be seen from 189 people who liked its Facebook page or 11.05% out of the reached users, 192 followers or 11.23% and those who interacted as many as 114 people or 6.67% from the total users. Meanwhile, there were 709 followers on its Instagram which consisted of 48% men and 52% women at the time of the study. This research applied social customer relationship management (social CRM) in a website-based system. The waterfall model development method supported the customer relations management by utilizing Facebook and Instagram to improve customer relationships in providing travel information, knowing interest and listening to complains as well as their suggestions based on interactions with the social media users as existing and prospective customers.

Customer Relationship Management (CRM)

2009 ◽  
pp. 94-117
Author(s):  
Mahesh Raisinghani ◽  
Abdu Albur ◽  
Sue Leferink ◽  
Thomas Lyle ◽  
Stephen Proctor
Keyword(s):  
Customer Relationship Management ◽  
Business Strategy ◽  
Business Processes ◽  
Relationship Management ◽  
Internet Marketing ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Technical Solution ◽  
Strategic Implementation

This chapter discusses customer relationship management (CRM) as a customer-focused business strategy enhanced by technology that automates and enhances business processes to proactively manage profitable and long-term customer relationships. CRM solutions span a continuum of implementations from a narrow tactical implementation of a specific technical solution to a broad strategic implementation of a customer centric solution. Furthermore, the authors hope that understanding the underlying assumptions and theoretical constructs through the use of CRM will not only inform researchers of a better CRM design for studying e-commerce and Internet marketing, but also assist in the understanding of intricate relationships between different factors.

Algorithms and the Social Organization of Work

2020 ◽  
pp. 803-822
Author(s):  
Ifeoma Ajunwa ◽  
Rachel Schlund
Keyword(s):  
Ethical Issues ◽  
Machine Learning Algorithms ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Data ◽  
Hiring Process ◽  
Customer Interaction ◽  
The Social ◽  
Automated Algorithms ◽  
A Company

This chapter argues that the proliferation of automated algorithms in the workplace raises questions as to how they might be used in service of the control of workers. In particular, scholars have noted machine learning algorithms as prompting a data-centric reorganization of the workplace and a quantification of the worker. The chapter then considers ethical issues implicated by three emergent algorithmic-driven work technologies: automated hiring platforms (AHPs), wearable workplace technologies, and customer relationship management (CRM). AHPs are “digital intermediaries that invite submission of data from one party through preset interfaces and structured protocols, process that data via proprietary algorithms, and deliver the sorted data to a second party.” The use of AHPs involves every stage of the hiring process, from the initial sourcing of candidates to the eventual selection of candidates from the applicant pool. Meanwhile, wearable workplace technologies exist in a variety of forms that vary in terms of design and use, from wristbands used to track employee location and productivity to exoskeletons used to assist employees performing strenuous labor. Finally, CRM is an approach to managing current and potential customer interaction and experience with a company using technology. CRM practices typically involve the use of customer data to develop customer insight to build customer relationships.

scholarly journals PENGEMBANGAN CUSTOMER RELATIONSHIP MANAGEMENT BERBASIS SISTEM E-COMMERCE

2010 ◽  
Vol 4 (2) ◽  
pp. 139
Author(s):  
Sugiarto Montana ◽  
Muwasiq Mochamad Noor
Keyword(s):  
Customer Relationship Management ◽  
Information Needs ◽  
Work Productivity ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Productivity Increase ◽  
Number Of Customers ◽  
A Company ◽  
Sales Increase

PT Dwisanjaya Abadi Mukti is a company engaged in distributing Pertamina lubricating agent with products for industrial and automotive lubricants. Therefore, companies need a Customer Relationship Management E-commerce-based systems, to address the issues of purchasing and service to customers that are still conducted manually. Systems analysis is done through observation interviews, and literature; analysis of survey findings; and identification of information needs from survey. The system is designed to give advantage to the user as to obtain the desired information quickly, to acquire new customers, improve customer relationships, and retain customers; other than that for the company this system reduces operating costs, more efficient time, accessible anytime and anywhere, improving work productivity, increase sales, increase the number of customers, and improve customer satisfaction.Keywords: customer relationship management, e-commerce, front end, back end

scholarly journals Implementasi Customer Relationship Management (CRM) Pada Penerimaan Siswa Baru (Studi Kasus di Pondok Pesantren Darussalam Kabupaten Garut)

2018 ◽  
Vol 12 (1) ◽  
Author(s):  
Jajang Abdurahman ◽  
Dadang Hamdani ◽  
Panji Novantara
Keyword(s):  
Data Storage ◽  
Customer Relationship Management ◽  
Business Strategy ◽  
System Development ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
White Box Testing ◽  
School Manager ◽  
New Student

Along the tight competition in education field, especially the recruitment of students, the school manager faces problem in making right decision. In addition, to maintain the potential learners, it also needs an effort to get new learners through best strategies of school promotion. Therefore, improving service quality to win promotion competition is very important to do.One of methods in improving service towards customer is �customer relationship management (CRM), as a comprehensive business strategy of a company that enables the enterprise to manage customer relationships effectively, in this research, the writer uses Operational Customer Relationship Management. Whereas the method of system development used is Waterfall method.The system is built as a base Web to expand the spread of online new student enrollment information, so this programme is potentially to get new learners, the system was built as a web based, it uses PHP programming language and MySQL as data storage media and SMS Gateway as a support system in facilitating the students� and parents�services, testing methods also used black box & white box testing. This system can be used by 4 access, they are students, parents, New Students enrollment �committee and head devision of TMI.Using computer technology, Customer Relationship Management (CRM) is more developed and wider system because using CRM can keep the customers of the existing learners, the recruitment of new learners, the faster responses to learners� parents, and so on.Keywords: Online New Student Registration, Customer Relationship Management (CRM) Operational, Waterfall, Web

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