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
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;
Conference_Titel :
Information Reuse and Integration, 2004. IRI 2004. Proceedings of the 2004 IEEE International Conference on
Print_ISBN :
0-7803-8819-4
DOI :
10.1109/IRI.2004.1431483
