Title :
An analytical CRM based on customer knowledge
Author :
Kong, Ling-Bo ; Yu, Kai-Chao ; Hou, Kai-hu
Author_Institution :
Fac. of Mech. & Electron. Eng., Kunming Univ. of Sci. & Technol., Kunming, China
Abstract :
Targeting at customers, CRM system is definitely of strategic importance for enterprises. However, its huge potential, the analytical function, is not fully exploited. After introducing the customer knowledge and analyzing the current situation of analytical CRM, this paper proposed a model for analytic CRM, and illustrated its application in customer grouping and corresponding strategy.
Keywords :
customer relationship management; analytical CRM; customer grouping; customer knowledge; Computational modeling; Synthetic aperture sonar; Total quality management; Wire; Customer Knowledge; analytical CRM; customer grouping; customer strategy;
Conference_Titel :
Industrial Engineering and Engineering Management (IE&EM), 2010 IEEE 17Th International Conference on
Conference_Location :
Xiamen
Print_ISBN :
978-1-4244-6483-8
DOI :
10.1109/ICIEEM.2010.5646101
