An Empirical Research of SMC Models and Their Application to CRM

Author

Qi, Jiayin ; Shu, Huaying ; Li, Huaizu

Author_Institution

Econ. & Manage. Sch., Beijing Univ. of Posts & Telecommun.

Volume

1

fYear

2006

Firstpage

732

Lastpage

738

Abstract

SMC models are a group of models to forecast customer´s buying behaviors provided in 1987. If SMC models are proved to be true, they are very valuable to design analytical CRM (customer relationship management) systems. Choosing IT distribution market industry as background, an empirical research is done in this paper. We selected 331 customers to test SMC models. The conclusion is that SMC models do work in IT distribution market industry. They have a relative high prediction precision. The application of SMC models in CRM and the revising advice for SMC is also put forward

Keywords

consumer behaviour; customer relationship management; CRM; IT distribution market industry; SMC model; customer buying behavior; customer relationship management system; Customer relationship management; Economic forecasting; Fluctuations; Industrial relations; Large-scale systems; Marketing and sales; Predictive models; Profitability; Sliding mode control; Testing; CRM systems; SMC model; customer base; customer life-time value;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Systems and Service Management, 2006 International Conference on

Conference_Location

Troyes

Print_ISBN

1-4244-0450-9

Electronic_ISBN

1-4244-0451-7

Type

conf

DOI

10.1109/ICSSSM.2006.320553

Filename

4114524