DocumentCode
3207284
Title
Improvement of visual customer relationship management system
Author
Hidaka, Tetsuo ; Morita, Tetsushi ; Nakamura, Tomohiko ; Oinuma, Morihide ; Hirakawa, Yutaka
Author_Institution
NTT Cyber Solutions Lab., Japan
fYear
2004
fDate
8-10 Nov. 2004
Firstpage
332
Lastpage
337
Abstract
We previously reported a new type of online shop, called a "broadband online shop", which displays photographic images of a real shop and has a videoconference system. We also developed a visual customer relationship management (v-CRM) system that helps salesclerks understand customer preferences intuitively. In this paper, we describe how we investigated the demands for the v-CRM system and improved the system based on an analysis of customer logs showing how customers viewed commodities. Experimental results demonstrated the effectiveness of the improved system.
Keywords
Internet; customer relationship management; data visualisation; retail data processing; broadband online shop; customer log analysis; photographic image display; videoconference system; visual customer relationship management system; Costs; Customer relationship management; Customer satisfaction; Displays; Internet; Laboratories; Research and development; Videoconference; Visualization; Web pages;
fLanguage
English
Publisher
ieee
Conference_Titel
Information Reuse and Integration, 2004. IRI 2004. Proceedings of the 2004 IEEE International Conference on
Print_ISBN
0-7803-8819-4
Type
conf
DOI
10.1109/IRI.2004.1431483
Filename
1431483
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