Title :
A CRM Model Based on Mining Unstructured Customers´ Data
Author :
Shaoling Deng ; Yan Li
Author_Institution :
Sch. of Econ. & Manage., Shanghai Maritime Univ., Shanghai
Abstract :
The objective of this research is to apply content analysis and decision tree criteria to analyze unstructured customer data. Base on this analysis, the hidden customer knowledge is discovered and a customer relationship management models is proposed. This could provide the best service model owing to the enounced of customer-orientation and making more effective marketing strategy. Finally, a case study will be presented to verify the feasibility and effectiveness of the approach proposed in this research.
Keywords :
customer relationship management; data mining; decision trees; CRM model; best service model; content analysis; customer relationship management; data mining; decision tree criteria; marketing strategy; unstructured customers data; Content management; Customer relationship management; Data analysis; Data mining; Data warehouses; Decision trees; Electronic mail; Environmental economics; Internet; Testing;
Conference_Titel :
Wireless Communications, Networking and Mobile Computing, 2008. WiCOM '08. 4th International Conference on
Conference_Location :
Dalian
Print_ISBN :
978-1-4244-2107-7
Electronic_ISBN :
978-1-4244-2108-4
DOI :
10.1109/WiCom.2008.2623
