Behavior Analysis of Customer Churn for a Customer Relationship System

2019 ◽  
Vol 27 (1) ◽  
pp. 111-127 ◽  
Author(s):  
Li Chen Cheng ◽  
Chia-Chi Wu ◽  
Chih-Yi Chen
Keyword(s):  
Credit Card ◽  
Global Market ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Temporal Abstraction ◽  
Customer Churn ◽  
Time Period ◽  
Credit Card Market ◽  
Domestic Credit

This article describes how the bank industry in Taiwan must function in today's tough and fiercely competitive domestic credit card market and subdued global market. Banks are increasingly emphasizing the importance of retaining customers in order to sustain market share and remain profitable. This study proposes a new model which local banks can use to detect potential customer churn and provide an early warning indicator of problems that could lead to loss of customers. The model incorporates a customer relationship management database with a built-in time factor and applied temporal abstraction to represent data for a specific time period as defined by experts. Association rule mining is applied to analyze and detect abnormal customer behavior. The results of this article indicate that the system is relatively effective in detecting customer churn early on and thus helpful at assisting banks to address issues before they escalate. Furthermore, the tested rules are further scrutinized by experts to establish the relationship between the defined rules and management. This study provides an expert system for banks to assess the quality of their marketing campaigns and reestablish faltering customer relationships.

scholarly journals Pengaruh e-CRM terhadap Kualitas Hubungan dan Hasil dengan Atribut Layanan dan Pemulihan Layanan sebagai Variabel Mediasi

2021 ◽  
Vol 9 (1) ◽  
pp. 129
Author(s):  
Rini Apriyanti ◽  
Fatchur Rohman ◽  
Nur Khusniyah Indrawati
Keyword(s):  
Relationship Quality ◽  
Online Survey ◽  
Service Recovery ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Survey Method ◽  
Quality And Outcomes ◽  
The Relationship ◽  
Service Attribute

This research is expected to find out more about the effect of e-Customer Relationship Management (e-CRM) on relationship quality and outcomes by using service attributes and service recovery as a mediating variable for customers of PT BCA Tbk, The Main Branch of Malang. This study uses a quantitative approach by explanatory research. An online survey method which was conducted on 132 priority customer of PT BCA Tbk The Main Branch of Malang. The analytical method uses SEM-PLS. This research shows that the quality of the relationship results is significantly influenced by e-CRM, and is also significantly and directly influenced by service attributes and service recovery. Each service attributes and service recovery were found to act as mediators in this study, namely partially mediating e-CRM on relationship quality and results. The results also convey that e-CRM can directly and significantly influence each service attribute and service recovery. It's miles hoped this research can assist practitioners in improving the relationship quality and outcomes of the company and customer relationships with e-CRM, through service attributes and service recovery.

scholarly journals Linkages between Dynamic Financial Inclusion and Institutions in ASEAN 8

2020 ◽  
Vol 21 (2) ◽  
pp. 174-186
Author(s):  
Tunjung Sekar Laksmi Pandhit ◽  
Malik Cahyadin
Keyword(s):  
Credit Card ◽  
Political Stability ◽  
Dynamic Panel Data ◽  
Financial Inclusion ◽  
Policy Implications ◽  
Debit Card ◽  
Quality Of Institutions ◽  
Domestic Credit ◽  
Asean Countries

Financial inclusion becomes a priority concern with governments in ASEAN countries such as reduce the  lack  of  access  for  public  to  formal  financial  institutions.  Moreover,  there  is  an  empirical  gap  of linkages between institutions and financial inclusion. Thus, the study aims to estimate the effect of institutions on dynamic financial inclusion. Three financial inclusion indicators are employed, namely: debit card ownership, credit card ownership, and domestic credit to GDP ratio. Institutional indicators consist of six indicators following world governance indicators. The research observations are about 88 consisting of cross-sections were eight of ASEAN countries and the time series was 2008-2018. Indeed, a dynamic panel data was employed. In general, the findings exhibit that FEM is the appropriate model under Hausman test. Specifically, debit card ownership and credit card ownership were determined by voice and accountability, and rule of law while domestic credit to GDP ratio was determined by some indicators of institutions such as voice and accountability, political stability, regulatory quality, and control of corruption. Hence, the policy implications were directed to improve the quality of institutions both country and ASEAN levels. The high quality of institutions will stimulate the acceleration and expansion of financial inclusion in ASEAN countries.

BPM for supporting customer relationship and profit decision

2016 ◽  
Vol 22 (1) ◽  
pp. 231-255 ◽  
Author(s):  
Henry Lau ◽  
Dilupa Nakandala ◽  
Premaratne Samaranayake ◽  
Paul K. Shum
Keyword(s):  
Relationship Marketing ◽  
Customer Service ◽  
Process Management ◽  
Market Competition ◽  
Global Market ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Content Type ◽  
Service Levels ◽  
Marketing Models

Purpose – As a response to increasing global market competition, companies in various industries tend to identify and manage customer relationship to increase profit performance. Companies commit more resources to identify their VIP customers and retain them by all means. The purpose of this paper is to develop a customer relationship management (CRM) business process management (BPM) model to identify airline customers with different degree of relationship and profit potential, and select the highly profitable customers for developing retention strategy and processes, and convert the less profitable into profitable corporate accounts. Design/methodology/approach – This study innovatively apply the well-known techniques including CRM and relationship marketing models, fuzzy analytic hierarchy process (FAHP), and technique for order preference by similarity to ideal solution (TOPSIS) in the BPM research. This novel approach analyzes longer term customer profit and value potential, and prioritizes corporate accounts as the basis for setting appropriate customer service levels and improving the CRM process. This hybrid model is able to capitalize on the benefits of these methods and offset their deficiencies. Most importantly, it can be customized to various industries without complex modification. Findings – This study uses data of an airline company to validate feasibility of the proposed CRM BPM model. The results indicate that this model is able to classify the customers based on various criteria and sub-criteria, thus allowing companies to introduce appropriate service levels to deal with different categories of customers, and improve CRM process so as to maximize customer profit and value potential. Practical implications – This CRM BPM model and analysis provide managers extensive customer knowledge, more analytical and fact-based decision-making support, and a stronger focus on return on investment in sales and marketing. Knowing the profit and value potential generated by individual corporate customer makes it easier to establish the link between the CRM and the profit outcome. This model also benefits the organization and its stakeholders by allocating more resources to the targeted customer relationships that are profitable or valuable, and makes marketing more accountable in its marketing programs. Originality/value – This study makes the first move to innovatively apply the well-known techniques including CRM and relationship marketing models, FAHP, and TOPSIS in the BPM research.

scholarly journals Evaluating the Impact of Customer Relationship Management (CRM) Strategies on Customer Retention (A Study of Fast Food Chains in Pakistan)

2020 ◽  
Vol 11 (2) ◽  
pp. 117
Author(s):  
Rao Tahir Anees ◽  
Nordiana Ahmad Nordin ◽  
Temoor Anjum ◽  
Luigi Pio Leonardo Cavaliere ◽  
Petra Heidler
Keyword(s):  
Fast Food ◽  
Customer Orientation ◽  
Survey Methods ◽  
Customer Retention ◽  
Total Sample ◽  
Customer Relationships ◽  
Customer Relationship ◽  
The Impact ◽  
A Company

Customer focus is a concept that academics and professionals have been discussing in recent years. These are deeply ingrained ideas and standards that make customer relationships a top priority within the organization. The main objective of this research is to determine the impact of the CRM strategy on customer retention. The total sample of this study is 220, and the questionnaire includes 15 items. This research is based on exploratory and quantitative nature. Use survey methods to collect data from respondents through questionnaires. Calculate SmartPLS-SEM-3.0 to study the hypothesis of this investigation. The findings of this research show that Customer Orientation and Service Quality have an impact on Customer Retention. Additionally, the sale of a company can increases if they are maintaining the quality of the food, and there will be significantly less Customer Retention.

Impact of e-CRM on Website Loyalty of a Public Organization’s Customers

2013 ◽  
pp. 109-123
Author(s):  
Wen-Jang Jih
Keyword(s):  
Business Strategy ◽  
Information Technologies ◽  
Marketing Strategies ◽  
Point Of View ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Strategic Flexibility ◽  
Disciplinary Field ◽  
Conflicting Goals

Web-enabled customer relationship management, or e-CRM, is able to simultaneously achieve the conflicting goals of strategic flexibility and operational efficiency in developing and executing innovative e-commerce marketing strategies. A multi-disciplinary field, involving such areas as marketing, economics, business strategy, information systems, social psychology and consumer behavior, e-CRM strengthens customer relationships via a portfolio of trust-building practices with the support of powerful information technologies. While most literature in e-CRM has examined how firms formulate and implement e-CRM initiatives, there is little information on the overall quality of an e-commerce firm’s e-CRM practices from the consumer point of view. This research proposes such a consumer-oriented concept, e-CRM value, based on existing e-CRM research, and examines the effect of e-CRM value on website loyalty. An empirical study is conducted to validate the theoretical model. Customers’ perceptions of e-CRM value have positive causal effects on their website loyalty. Valuable implications can be derived from this finding for public organizations in managing their customer relationships.

Impact of e-CRM on Website Loyalty of a Public Organization’s Customers

2011 ◽  
Vol 24 (2) ◽  
pp. 46-60 ◽  
Author(s):  
Wen-Jang Jih
Keyword(s):  
Customer Relationship Management ◽  
Business Strategy ◽  
Information Technologies ◽  
Marketing Strategies ◽  
Point Of View ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Strategic Flexibility ◽  
Disciplinary Field

Web-enabled customer relationship management, or e-CRM, is able to simultaneously achieve the conflicting goals of strategic flexibility and operational efficiency in developing and executing innovative e-commerce marketing strategies. A multi-disciplinary field, involving such areas as marketing, economics, business strategy, information systems, social psychology and consumer behavior, e-CRM strengthens customer relationships via a portfolio of trust-building practices with the support of powerful information technologies. While most literature in e-CRM has examined how firms formulate and implement e-CRM initiatives, there is little information on the overall quality of an e-commerce firm’s e-CRM practices from the consumer point of view. This research proposes such a consumer-oriented concept, e-CRM value, based on existing e-CRM research, and examines the effect of e-CRM value on website loyalty. An empirical study is conducted to validate the theoretical model. Customers’ perceptions of e-CRM value have positive causal effects on their website loyalty. Valuable implications can be derived from this finding for public organizations in managing their customer relationships.

scholarly journals INVESTIGATING THE EFFECT OF CUSTOMER RELATIONS QUALITY AND PRODUCT EXCELLENCE ON MARKETING PERFORMANCE THROUGH PRODUCT COMPETITIVE ADVANTAGE (Empirical Study at PT Bank Mega, Tbk)

2019 ◽  
Vol 17 (2) ◽  
pp. 103
Author(s):  
Sekarani Yuteva Augustia ◽  
Susilo Toto Raharjo ◽  
Sutopo Sutopo
Keyword(s):  
Competitive Advantage ◽  
Structural Equation ◽  
Banking Industry ◽  
Value Added ◽  
Equation Model ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Future Research ◽  
Marketing Performance

In this highly competitive banking industry, every bank needs to create superior value for its customers. The ideal banking industry to improve the quality of customer relationships is a company that wants to optimize profits by closer (customer intimacy) and harmonious relationship with its customers. Thus, the value-added relationship marketing can be optimized in streamlining and streamlining costs to acquire new customers or retain old customers so that the cost and marketing efforts are not in vain and profits can be increased even more. This study specifically examines the effect of customer relationship quality and product excellence on the company's marketing performance through a competitive advantage in the banking industry. The industry that is used as a research object is PT Bank Mega, Tbk Regional Semarang. The analytical tool used in this study is the Structural Equation Model (SEM) of the AMOS statistical package. From the research results can be concluded that the quality of relationships influence and positive product superiority to marketing performance. While a competitive advantage does not have a positive effect on marketing performance. At the end of the discussion, the limitations of research and future research agenda can be used as a reference for further study or research.

DAYA SAING EKSPOR PRODUK CPO INDONESIA DAN POTENSI HILIRISASI DIOLAH MENJADI BIODIESEL

2020 ◽  
Vol 4 (2) ◽  
Author(s):  
Danar Agus Susanto
Keyword(s):  
Palm Oil ◽  
Comparative Advantage ◽  
Global Market ◽  
National Standard ◽  
Revealed Comparative Advantage ◽  
Crude Palm Oil ◽  
A Value ◽  
World Demand ◽  
Domestic Use

ABSTRACTIndonesia is the world's largest producer of crude palm oil (CPO). Even so, the trend of international trade in Indonesian CPO products has decreased in the last 10 years with a value of -10.19%. The decline in world demand for CPO can be dealt with by utilizing CPO as a biofuel for domestic use, like biodiesel. The purpose of this study is to determine the competitiveness of Indonesian CPO in global trade and determine the parameters of the quality requirements of CPO and biodiesel. The competitiveness analysis method uses the Revealed Comparative Advantage (RCA) method, while the analysis of the potential quality of CPO as a biofuel is carried out by analyzing the Indonesian National Standard (SNI). CPO trade in the global market is controlled by Indonesia with a market share of 50% and Malaysia 25.6%, with the declining trade trend in the last 10 years relatively (2010-2019) of -6.91%. The level of competitiveness of Indonesian CPO products in 2019 is very strong, but on average in the last 10 years, the level of competitiveness of Indonesian CPO is no better than that of Malaysia. Indonesia has SNI 01-2901-2006 and SNI 7182: 2015 as a determinant of the quality of CPO and biodiesel products developed in Indonesia so that the CPO and biodiesel produced fullfil sacurity and safety aspects when used by consumers.Keywords: crude palm oil (CPO), competitivenessv, quality, Indonesian National Standard (SNI) ABSTRAKIndonesia merupakan negara produsen minyak kelapa sawit mentah/ Crude Palm Oil (CPO) terbesar di dunia. Meskipun demikian, tren perdagangan internasional produk CPO Indonesia mengalami penurunan dalam sepuluh tahun terakhir dengan nilai -10,19%. Penurunan permintaan dunia terhadap CPO, dapat disiasati dengan memanfaatkan CPO sebagai bahan bakar nabati untuk keperluan dalam negeri sebagai biodiesel. Tujuan penelitian ini adalah mengetahui daya saing CPO Indonesia dalam perdagangan global dan mengetahui parameter persyaratan mutu CPO dan biodiesel. Metode analisis daya saing menggunakan metode Revealed Comparative Advantage (RCA), sedangkan analisis potensi kualitas CPO sebagai biofuel dilakukan dengan menganalisis Standar Nasional Indoensia (SNI). Perdagangan CPO dalam pasar global dikuasai oleh Indonesia dengan pangsa pasar 50% dan Malaysia 25,6%, dengan tren perdagangan relatif menurun dalam 10 tahun terakhir (2010-2019) sebesar -6,91%. Tingkat daya saing produk CPO Indonesia pada tahun 2019 sangat kuat, namun secara rata-rata dalam 10 tahun terakhir, tingkat daya saing CPO Indonesia tidak lebih baik dari Malaysia. Indonesia memiliki SNI 01-2901-2006 dan SNI 7182:2015 sebagai penentu kualitas produk CPO dan biodiesel yang dikembangkan di Indonesia, sehingga CPO dan biodiesel yang dihasilkan memenuhi aspek keamanan dan keselamatan ketika digunakan oleh konsumen.Kata kunci: crude palm oil (CPO), daya saing, kualitas, Standar Nasional Indonesia (SNI)

A Database for Counterfeit Electronics and Automatic Defect Detection Based on Image Processing and Machine Learning

2016 ◽  
Author(s):  
Navid Asadizanjani ◽  
Sachin Gattigowda ◽  
Mark Tehranipoor ◽  
Domenic Forte ◽  
Nathan Dunn
Keyword(s):  
Machine Learning ◽  
Image Processing ◽  
Integrated Circuits ◽  
Web Application ◽  
The United States ◽  
Global Market ◽  
Online Database ◽  
Ongoing Effort ◽  
Time Period ◽  
Physical Defects

Abstract Counterfeiting is an increasing concern for businesses and governments as greater numbers of counterfeit integrated circuits (IC) infiltrate the global market. There is an ongoing effort in experimental and national labs inside the United States to detect and prevent such counterfeits in the most efficient time period. However, there is still a missing piece to automatically detect and properly keep record of detected counterfeit ICs. Here, we introduce a web application database that allows users to share previous examples of counterfeits through an online database and to obtain statistics regarding the prevalence of known defects. We also investigate automated techniques based on image processing and machine learning to detect different physical defects and to determine whether or not an IC is counterfeit.

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