A case for analytical customer relationship management

Jaideep Srivastava; Jau Hwang Wang; Ee Peng Lim; San Yih Hwang

doi:10.1007/3-540-47887-6_3

A case for analytical customer relationship management

Jaideep Srivastava, Jau Hwang Wang, Ee Peng Lim, San Yih Hwang

Computer Science and Engineering

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

7 Scopus citations

Abstract

The Internet has emerged as a low cost, low latency and high bandwidth customer communication channel. Its interactive nature provides an organization the ability to enter into a close, personalized dialog with individual customers. The simultaneous maturation of data management technologies like data warehousing, and data mining, have created the ideal environment for making customer relationship management (CRM) a much more systematic effort than it has been in the past. In this paper we described how data analytics can be used to make various CRM functions like customer segmentation, communication targeting, retention, and loyalty much more effective. We briefly describe the key technologies needed to implement analytical CRM, and the organizational issues that must be carefully handled to make CRM a reality. Our goal is to illustrate problems that exist with current CRM efforts, and how using data analytics techniques can address them. Our hope is to get the data mining community interested in this important application domain.

Original language	English (US)
Title of host publication	Advances in Knowledge Discovery and Data Mining - 6th Pacific-Asia Conference, PAKDD 2002, Proceedings
Editors	Ming-Syan Chen, Philip S. Yu, Bing Liu
Publisher	Springer Verlag
Pages	14-27
Number of pages	14
ISBN (Print)	9783540437048
DOIs	https://doi.org/10.1007/3-540-47887-6_3
State	Published - 2002
Event	6th Pacific-Asia Conference on Knowledge Discovery and Data Mining, PAKDD 2002 - Taipei, Taiwan, Province of China Duration: May 6 2002 → May 8 2002

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	2336
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Other

Other	6th Pacific-Asia Conference on Knowledge Discovery and Data Mining, PAKDD 2002
Country/Territory	Taiwan, Province of China
City	Taipei
Period	5/6/02 → 5/8/02

Bibliographical note

Publisher Copyright:
© Springer-Verlag Berlin Heidelberg 2002.

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10.1007/3-540-47887-6_3

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Srivastava, J., Wang, J. H., Lim, E. P., & Hwang, S. Y. (2002). A case for analytical customer relationship management. In M.-S. Chen, P. S. Yu, & B. Liu (Eds.), Advances in Knowledge Discovery and Data Mining - 6th Pacific-Asia Conference, PAKDD 2002, Proceedings (pp. 14-27). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 2336). Springer Verlag. https://doi.org/10.1007/3-540-47887-6_3

A case for analytical customer relationship management. / Srivastava, Jaideep; Wang, Jau Hwang; Lim, Ee Peng et al.
Advances in Knowledge Discovery and Data Mining - 6th Pacific-Asia Conference, PAKDD 2002, Proceedings. ed. / Ming-Syan Chen; Philip S. Yu; Bing Liu. Springer Verlag, 2002. p. 14-27 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 2336).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Srivastava, J, Wang, JH, Lim, EP & Hwang, SY 2002, A case for analytical customer relationship management. in M-S Chen, PS Yu & B Liu (eds), Advances in Knowledge Discovery and Data Mining - 6th Pacific-Asia Conference, PAKDD 2002, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 2336, Springer Verlag, pp. 14-27, 6th Pacific-Asia Conference on Knowledge Discovery and Data Mining, PAKDD 2002, Taipei, Taiwan, Province of China, 5/6/02. https://doi.org/10.1007/3-540-47887-6_3

Srivastava J, Wang JH, Lim EP, Hwang SY. A case for analytical customer relationship management. In Chen MS, Yu PS, Liu B, editors, Advances in Knowledge Discovery and Data Mining - 6th Pacific-Asia Conference, PAKDD 2002, Proceedings. Springer Verlag. 2002. p. 14-27. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). doi: 10.1007/3-540-47887-6_3

Srivastava, Jaideep ; Wang, Jau Hwang ; Lim, Ee Peng et al. / A case for analytical customer relationship management. Advances in Knowledge Discovery and Data Mining - 6th Pacific-Asia Conference, PAKDD 2002, Proceedings. editor / Ming-Syan Chen ; Philip S. Yu ; Bing Liu. Springer Verlag, 2002. pp. 14-27 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

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A case for analytical customer relationship management

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