NDLI: Study on the design of CRM-oriented synthetic decision support system

Content Provider	IEEE Xplore Digital Library
Author	Jin-yu Wei Rui Chen He-feng Yu
Copyright Year	2008
Description	Author affiliation: Dept. of Manage. Sci. & Eng., Tianjin Univ. of Technol., Tianjin (Jin-yu Wei; Rui Chen; He-feng Yu)
Abstract	With the popularization of e-commerce in recent years, customer relationship management (CRM) has gained much attention. Many companies have initiated projects to improve on customer orientation and plan the implementation of CRM systems. Among the desired benefits are increased customer satisfaction and retention by providing personalized products and value added services. With the aid of data warehouse, data mining and OLAP technology, businesses can formulate specific strategies for different customer bases more precisely. This paper presents a model and investigates the use of computational intelligent techniques for CRM. These techniques allow the complex functions of relating customer behaviour to internal business processes to be learned more easily and the industry expertise and experience from business managers to be integrated into the modeling framework directly. Hence they can be used in the CRM framework to enhance the creation of targeted strategies for specific customer bases.
Starting Page	1111
Ending Page	1114
File Size	367013
Page Count	4
File Format	PDF
ISBN	9781424416738
DOI	10.1109/ICCIS.2008.4670766
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2008-09-21
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Decision support systems Customer relationship management Mathematical model Data warehouses Data mining Marketing and sales Technology management Engineering management Information analysis Intelligent systems On-Line Analytical Processing (OLAP) Customer Relationship Management (CRM) Decision Support System (DSS) Data Warehouse (DW) Data Mining (DM)
Content Type	Text
Resource Type	Article

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