Abstract Advancements in technology have contributed to the new business culture, where the Customer Relationship Management (CRM) is in the centre of a business concern. CRM is a widely implemented strategy for managing and fostering long term, profitable relationships with specific customers (Ling and Yen, 2001). The automated data mining tools made it possible to move beyond the analyses of the past events and data mining tools can be used to address problems that were seen as too time-consuming in the past, providing new opportunities for businesses within relationship management. This report identified that CHAID and neural networks are two of the most commonly used data mining techniques within CRM domain. However, each of these techniques has advantages and drawbacks, which should be taken into consideration when deciding on its appropriateness. 1. Introduction Nowadays, organisations are more concerned with increasing customer value, and realise that customers are more predictable than ever thought before. As argued by Written and Frank (1999), consumers engage, negotiate and purchase according to certain patterns engraved into transactional and behavioural records. This report will discuss data mining techniques for CRM. Real life case studies will be analysed and two types of data mining techniques will be discussed, focusing on their appropriateness to CRM. 2. Customer Relationship Management According to Swift (2001) and Ngai (2005), CRM consists of four dimensions, which can be seen as a closed cycle of customer management system. They share a common goal of creating a deeper understanding of customer behaviours to maximise its value to the business in the long term. Data mining techniques can be ... ... middle of paper ... ...telligence, Planning, 23, 582–605. Petrissans, A. (1999). “Customer relationship management: the changing economics of customer relationships”. White Paper prepared by Cap Gemini and International Data Corporation. Written, I.H. and Frank, E. (1999) Data Mining: Practical Machine Learning Tools and Techniques with Java Implementations. San Francisco: Morgan Kaufmann Publishers. Swift, R. S. (2001). Accelarating customer relationships: Using CRM and relationship technologies. Upper saddle river. N.J.: Prentice Hall PTR. Thomas, L.C., Oliver, R. W. and Hand, D.J. 92005) “A Survey of the Issues in Consumer Credit Modelling Research”. Journal of the Operational Research Society, 56, 1006-1015 (September 2005). Turban, E., Aronson, J. E., Liang, T. P., & Sharda, R. (2007). Decision support and business intelligence systems (Eighth ed.). Pearson Education.
Or, then again perhaps, VTB can use the CRM structure to discover about better customer advantage, deliberately pitching, and market designs. According to Bang (2005) CRM is viewed as an educated business philosophy to make and keep up whole deal customer associations. For example, CRM system would be an enabling specialist of business comes about like future repeat purchases. VTB's should use the CRM as a focus business methodology to robotize customer advantage. All things considered, customers tend to put orchestrate at long last and expect the package passed on time. Henceforth, on the operational side, data must be gotten, fused, arranged and fulfilled, to satisfy its targets (Bang 2005). The operational viability of the CRM structure is to accumulate the data from customer to be deciphered later on to
RBC Financial Group uses a customer relationship management (CRM) strategy that provides a variety of services for a variety of clients. The strategy allows for individual customers to trust RBC and develop a personal relationship with each and every client. One major factor that allows CRM to operate effectively is the use of technologies and analytics to help classify each client’s financial situation. These customer profitability-based techniques allowed RBC to categorize their clients into A, B, and C groups so that the sales teams could optimize their efforts in catering to these different clients. This strategy holds the following strengths: optimizing sales efforts to different customers, easily accessible electronic sales leads, centralized and standardized financial decisions, and building personalized and sustainable customer relationships. There are a few weaknesses to the system though including the complexity in predicting future positions of companies despite the use of analytics as well as the complexity in creating consistency when using these
Soman,D & Marand, S (2009). Managing Customer Value: One Stage at a Time.: World Scientific Publishing. p9-14.
Business intelligence (BI) is the process of gathering enough of the right information in the right manner at the right time, and delivering the right results to the right people for decision-making purposes so that it can continue to yield real business benefits, or have a positive impact on business strategy, tactics, and operations in the enterprises. Business intelligence is a well-established and generally well-known software category that spans a wide range of functional capabilities. Business Intelligence systems are one step above knowledge management systems. Although sspecific definitions will vary from customer to customer and vendor to vendor, but most will agree that business intelligence typically refers to the challenge of providing business users with meaningful information from company data sources to help those users make better, more informed business decisions. BI applications include activities of online analytical processing (OLAP), decision support systems (DSS), data warehousing and data mining. Business Intelligence includes the following functions:
Decision making refers to the process of finding and selecting options according to the priorities and values of the person making the decision. Since there are many choices involved, it is important to identify as many options as possible so as to pick the option that best fits a company’s target, goals, values and vision. Due to the integral role of decision making in company growth and financial progress, many firms such as Amazon.com and EBay are pumping in huge investments in business intelligence systems, which are made up of certain technological tools and technological applications that are created for the purpose of facilitating improved decision making process in business. In this paper, I take a critical look at Decision Support Systems and how they affect organizational Decision making.
Another system is called Customer Relationship Management or CRM. CRM system forge a strong relationship with a business and its customers by using technology (Brown, C.V., Dehayes, D.W., Hoffer, J.A., Martin, E.W., and Perkins, W.C., 2012, p. 204). Business uses CRM to find better ways to manage their business base on the customer behaviors (Brown, C.V., Dehayes, D.W., Hoffer, J.A., Martin, E.W., and Perkins, W.C., 2012, p. 198). CRM helps enterprise identify their best customers, manage marketing campaigns, improve telesales, optimize information to assist sales management, improve customers satisfaction, maximize profits, and provide employees with information needed to know about their customer by understanding their customer’s needs (Rouse, M., 2006).
Customer relationship management systems are part of enterprise applications. These systems are used to help manage relationships with customers, Information is provided to coordinate all of the business processes that deal with customers in sales, marketing, and service to optimize revenue, customer satisfaction, and customer retention (Laudon & Laudon, 2012).In today’s world, customer management relationship systems have given companies a large list of ways to interact with customers. Even though those ways are applied occasionally, companies still find even newer ways to provide customers an enjoyable experience for their products and services. Today, the customer relationship management industry is mainly focused on components, such as crowdsourcing, customers using mobile apps of companies and interaction from the social media teams of companies. Needless to say, Starbucks, coffeehouse chain, have pioneered in this system. Starbucks started out as a café in Seattle, Washington in USA at1971. One day, in 1981, a man named Howard Schultz entered in the café for the first time and fell into homelike environment of the café. He adored the place so much that, in 1987, he and a group investors acquired the café. From there on out, as of June 28, 2015, they have built more than 24000 stores in 70 countries
Building a relationship with the customer has evolved into a system in itself be coordinated through them and cooperation between multiple destinations within the organization in order to one strategic objective, namely, to keep the property profitable customers and ensure their loyalty to the maximum possible period. Therefore, the main task of the CRM also be outside the scope of the marketing department and production, warehouse management and to senior management. But the new thing is in conjunction with the development of information and communication technologies, the emergence of what became known as the management of relations with customers electronically
One of the things I am the most proud of is how I managed to convince my supervisor to start Quadrangle’s CRM. Thanks to the Database Marketing classes with Prof. Norm Williams, I have learned that while in the past Marketing was about how many products/services are sold, nowadays it is about loyalty. And loyalty is more about long-term vs. short-term return on investments. To make your customer or client loyal to your brand, you have to get him to trust you. You can do this by knowing his needs and wants first, and then by building and maintaining your relationship with him. To do this efficiently, it is vital for an organization to have a database where to track the different stages of the relationship along with the outcomes of the interaction, reminders to follow-up and all the comments that are necessary to serve your client
This paper provides an introduction to the basic technologies of data mining. Examples of profitable applications illustrate its relevance to today's business environment as well as a basic description of how data warehouse architectures can evolve to deliver the value of data mining to end users.
Understanding consumer behaviour allows companies to engage in relationship marketing techniques. Relationship marketing is a key element in E-CRM strategy. There are many tangible benefits to a company; reduces price sensitivity, there is a lower need for price discounting and it creates market referrals.
HAND, D. J., MANNILA, H., & SMYTH, P. (2001).Principles of data mining. Cambridge, Mass, MIT Press.
Computer Economics, a research and consulting firm, surveyed 209 IT organization worldwide regarding their IT investment plans. The leading trends “were identified as low risk/high reward based on their cost predictability and their positive return on investment for organizations within two years’ time.” CRM tops the list for 2014 (Mackie, 2014)
Customer relationship management is a cross-functional process to achieve a continuing dialogue with customers, across all their contact and access point, with personalized treatment of the most valuable customers and to ensure customer retention and the effectiveness of marketing initiatives. It is also provide the chance for customers to interact with the brand.
The dynamics of our society bring many challenges and opportunities to the business world. Within the last decade, hundreds of jobs have emerged particularly in the technology sector to help keep up with the ever-changing world and to compete on a larger and better scale than the competition. Two key job markets and the basis of this research paper are business intelligence or BI and data mining or DM. These two fields play a very important role in small to large companies and are becoming higher desired sectors within the back offices of the workplace. This paper will explore what the meaning of BI and DM really is, how they are used and what we can expect as workers and learners of the technology and business fields for the future.