CUSTOMER SEGMENTATION AND PROFILING WITH RFM ANALYSIS

This paper is a case study on segmentation and profiling of customers according to their lifetime value by using the RFM (Recency, Frequency and Monetary Value) model which is an analytical method for behavioral customer segmentation. Real customer data that is gathered from a fuel station in Istanbul, Turkey is used for the case study. The data contain 1015 customers’ arrival frequency, last arrival date and total spend amount in the first half of 2016, and 10 descriptor variables of customers. First, demographic characteristics of fuel station customers were analyzed by descriptive statistics. Then customers' RFM score was calculated through SPSS program, and customers were divided into 5 segments according to their RFM scores by cluster analysis. Finally, the customer profile of segments has been created by using Correspond analysis and Discriminant analysis. Although fuel station managers think that the most valuable customer for their company are automobile drivers, result of the analysis suggests that the most valuable customers are Truck drivers. At the end of the paper, recommendations are made based on customer profiles of two most valuables segments that are named VIP and GOLD.

Customized Intrusion Detection Based on a Database Audit Log

The Internet enables world-wide communication for all areas of human activity. To deal with the massive data involved, companies deploy database products such as Oracle® Database, MySQL, Microsoft® SQL Server, and IBM® DB2. Databases are continuously under attack by intruders who probe for valuable customer and corporate information. Commercial databases have auditing support that facilitates after-the-fact review and analysis of data access. However, audit data collected has vendor-specific structure and content. Tools are needed to optimize response to security incidents and to proactively mine audit logs for vulnerabilities. This paper1 demonstrates some database-independent techniques aimed toward automating the management of a site’s audit information.

An Empirical Investigation into Personal Characteristics' Effect on Choosing Complaint Channels

For companies, complaints are a valuable customer reaction to dissatisfaction. They enable the company to respond to customer issues to prevent them from changing supplier or spreading negative word-of-mouth communication. Previous research identified various influencing factors of complaint behaviour. However, it has been scarcely considered which aspects influence the selection of the complaint channel (e. g. telephone, social media). Therefore, a 1x2 experimental study (n = 244) was conducted. Results reveal effects of personal characteristics (aggressiveness, argumentativeness and social anxiety) on complaint channel choice. A moderating effect of failure severity was also partially found. From a managerial perspective, it is recommended to provide various complaint options. This would allow the disappointed consumer to choose an adequate complaint channel depending on his or her personality.

Pola Komunikasi Organisasi Kepemimpinan Strategis di PT TelkomSel

Peningkatan pengguna produk Kartu HALO, Simpati, As dan Loop di PT Telkomsel Ambon di Wilayah Papua dan Maluku terus berkembang pesat. Loyalitas masyarakat pengguna produk kartu HALO Telkomsel mengungguli produk telekomunikasi pesaing lainnya yang menguasai 97% market share di Papua Maluku. Keberhasilan PT Telkomsel Ambon mempertahankan loyalitas pembeli kartu HALO dikarenakan peran strategis manager yang mengaplikasikan Model Kepemimpinan Startegis pada seluruh Divisi PT Telkomsel Ambon yang berjumlah 5 Divisi, yaitu Divisi Broadband and Digital Sales, Divisi Sales and Outlet Operations, Divisi Youth and Community, Divisi High Valuable Customer dan Divisi Finance. Model Kepemimpinan Strategis Manager ini dilakukan agar tercipta hubungan yang harmonis antara para supervisor Divisi dan Staff untuk meingkatkan motivasi kebersamaam membangun perusahaan. Begitu juga dalam menghadapi konflik internal maupun eksternal, manager akan dengan mudah membentuk kohesivitas para Supervisor Divisi dan Staff dalam pencarian solusi bersama.

The influence of economic crises on network behavior

Purpose Following industrial network theory, this paper aims to address network behavior from a focal company’s perspective. Special attention is paid to examining the effect of perceptions of the economic crisis on network behavior. Design/methodology/approach The study is built on a quantitative analysis of an empirical database of 300 companies based on a survey completed in 2013 in Hungary. A focal company network behavior model was developed and applied to investigate the link between variables (valuable customer relationships, valuable supplier relationships, relationship strategy and relational outcomes) and the effect of managers’ perceptions about the intensity of the crisis. To obtain a deeper understanding of the effect of the crisis, structural modeling methodology was applied during data analysis. Findings How crises are perceived has a moderating influence on companies’ network behavior. In a context in which a crisis is strongly perceived, valuable customer relationships are considered more important than valuable supplier relationships; relationship strategy becomes more intensive; and performance is increasingly focused on operations and less on innovation. The main difference in network behavior is found with the management of the supply side. A different level of attention is paid to supplier relationships in a high crisis-perception context than when a crisis is perceived as being less critical. Research limitations/implications Results emphasize the importance of perceptions as a key factor in managerial attitudes, behavior and, ultimately, decision-making. This finding merits more attention from both researchers of business relationships and networks. Practical implications From a managerial point of view, the results emphasize the existence of potentially new opportunities in network management. The reinforcement of attention to the customer during a period of crisis implies the importance of the customer orientation, but also suggests that firms may have unexploited opportunities and more potential resources on the supplier side. Originality/value The paper combines an analysis of network behavior and perceptions of crisis, helping to explain managerial decisions and attitudes. Analysis was undertaken from a focal firms’ perspective and differences were investigated in attitudes concerning both supplier- and customer-side relations. How crises are perceived is a moderating variable of network behavior.

Applied Research on Data Mining in Bank Customer Churn

With the increasing competition in the banking sector, banks make every effort to compete for valuable customer resources in order to get more benefits, but how to make customers to retain, or reduce the loss of customers is become the key issues for the banks. In this paper, using theoretical research and practical method to discusses how to use data mining techniques to predict the bank's customer churn. Identifying risky customers and taking certain measures before customers really lost .The research will provide a reliable basis for decision-making of banks.

Recommender Systems

Due to the rapid growth of the internet in conjunction with the information overload problem the use of recommender systems has started to become necessary for both e-businesses and customers. However there are other factors such as privacy and trust that make customers suspicious. This paper gives an overview of recommendation systems, the benefits that both the business and the customers have and an explanation of the challenges, which if faced can make the personalization process better for both parties. Moreover an outline of current studies is given along with an overview of Amazon's recommendations in order to clarify that the use of recommender systems is beneficial for an e-business in many ways and also for a valuable customer of such business.