4,442 research outputs found
Improving Customer Relationship Management Using Data Mining Technique in Direct To Home (DTH) Television Sector
Customer Relationship Management (CRM) refers to the tools that help organization to maintain customer relationships in a structured way. Data Mining is the process that uses a variety of data analysis techniques to generate new rules & patterns and describe the relationships in data that may be used to make accurate forecast for future. It can help to select the right persons on who to be focus .Customer satisfaction plays an important role in any organization to improve the CRM. The purpose of this paper is to maintain personal and profitable relationship between DTH (Direct To Home) television providers and customers forever by using segmentation, classification and clustering technique of data mining .This study is going to find out valued DTH customers and offering them some extra packages as well as It focuses on some value added services, like to develop pack on hourly basis, to avoid unnecessary channels cost, to improve customer service and satisfaction, and to offer channels according to customer requirements in affordable price
ANALYSIS OF CUSTOMER SATISFACTION FOR COMPETITIVE ADVANTAGE USING CLUSTERING AND ASSOCIATION RULES
Customer satisfaction is a very important factor in organizational profit and positioning for effective competitive
advantage requires making decisions based on quality inferences from data mining. The aim of this paper is to provide
competitive advantage inferences based on analyzing customer satisfaction data using the combination of k-means
clustering and association rule mining technique. Based on the information gotten from the questionnaires administered to
retrieve customer satisfaction information of mobile network service providers in Nigeria, prediction is done and
inferences are generated with the help of clusters and association rules. This paper proposes an effective method to extract
knowledge from questionnaire data which is very useful for improving the competitive advantage of organizations.
In conclusion, the paper has been able to identify the factors that contribute to customer satisfaction in the Nigeria Mobile
Network secto
The research on customer structure characteristics and marketing measures of regional bank agency: a case from the Agricultural Bank of China
With intensified opening degree and increasingly fierce market competition of
commercial banks, commercial banks innovate their products constantly and improve their
service quality at the same time. The Agricultural Bank of China (ABC) is a state-owned
commercial bank that has built branches in all county-level districts. Instead, branches of
ABC in county-level have become the weakest links that reduce ABC’s competitive power. If
the flaws in customer and market maintenance in the county-level branches are ever to be
repaired, in my opinion, meeting customer perceived service quality and customer demands
efficiently based on understanding of customer needs should be put in the first priority
currently.
Firstly, this part studies the customer segmentation of ** branch of Agricultural Bank of
China. This thesis puts forward approach to segment bank customers based on the improved
k-means clustering. The results show that the improvement algorithm effectively overcomes
the defect that traditional k-means algorithm easily falls into local optimal value, increasing
the accuracy of customer classification, and contributing to more reasonable clustering
results.
Secondly, this thesis uses the econometric panel data model to study the relationship
between customer structure and bank performance. The results indicate that a good customer
structure can bring benefits for banks and improve their competitiveness.
Thirdly, this part analyzes different service quality requirements of different types
customer in the ** branch of Agricultural Bank of China. We combine service quality
evaluation theory and the background of Chinese commercial banks, establishing the
SERVQUAL model for the ** branch. The Study has shown that the correlation coefficient
between overall perception of service quality and customer satisfaction is positive; the overall
perception of service quality and customer willingness to recommend are also positively
correlated, but the degree of correlation is lower than the correlation between the overall
perception of service quality and customer satisfaction; the correlation of overall perceived
quality of service for all samples and willingness to accept the services of other banks
correlation was not significant. At the same time, there is still a gap between the customer
perceived service quality and customer expectation in the ** branch of Agricultural Bank of
China.
Finally, according to the results of customer structure classification and service quality
survey of the ** branch of Agricultural Bank of China, the marketing strategies for different
customer groups are proposed.Com o crescente grau de comercialização da indústria bancária chinesa e a entrada
continua de bancos estrangeiros, a competição entre bancos está a tornar-se cada vez mais
feroz, e as estratégias dos bancos comerciais com vista a ganhar vantagens competitivas muda
gradualmente.
Para além do lançamento de uma variedade de produtos financeiros, os bancos
comerciais utilizam serviços diferenciados para poder dar resposta á procura do mercado
diversificado de consumidores. Estes bancos estão igualmente a começar a entender que para
os bancos gradualmente convergirem devem não só atingir uma vantagem competitiva através
da oferta de produtos financeiros bem como serviços diferenciados de alta qualidade. Este
meio tornou-se na única forma forma que o banco dispõe para poder vencer a sua competição.
Portanto, para os bancos comerciais, estamos num período de inovação onde o aumento da
qualidade de serviço é inevitável.
O Agricultural Bank of China é um banco comercial do estado que possui uma filial
em todas as regiões administrativas a nível de condado. Ligações e serviços, citadinos e
urbanos tem sido a maior vantagem do Agricultural Bank of China, mas a situação actual
não é favorável. A filial a nível de condado tem-se tornado na ligação pior e mais fraca da
fundação deste banco.
Ao mesmo tempo, bancos privados têm emergido em paridade com o rápido
desenvolvimento dos instrumentos financeiros online e, o Agricultural Bank of China,
como o representante dos bancos tradicionais está a enfrentar competição feroz. Em especial
desvantagem no que toca a recursos ao consumidor e instrumentos online que os outros
bancos oferecem.
Os bancos comerciais tradicionais, estão desta forma confrontados com a perda de
clientes bem como o elevado custo de adquirir novos clientes. O risco operacional do banco
aumenta á medida que a estabilidade do mercado consumidor piora.
Se querem mudar o status quo das filiais a nível de condado, necessitam entender a actual
necessidade da qualidade de serviço ao cliente, analisar as características da procura do
consumidor e estabelecer um mecanismo de ciclo virtuoso de mercado-consumidor-beneficio
- são as maiores prioridades agora.
Baseado nisto, este estudo usará marketing, processo de decisão da gerência, teoria e
métodos, mineração de dados, técnicas estatísticas e métodos econométricos para analisar as
características de procura do consumidor do Agricultural Bank of China.
Primeiro, utilizar a análise de cluster de mineração de dados para efectuar uma
estratificação analítica do grupo de consumidores do banco para manter a estrutura da procura
dos consumidores e serviços; classificação da informação de procura dos consumidores,
acesso ás tendências de procura dos consumidores do banco e tendência de produtos
competitivos; na base de quantificar os requerimentos do consumidor, usamos o painel de
dados econométricos para efectuar uma análise empírica sobre a estrutura de procura dos
consumidores e a performance do Agricultural Bank of China
A framework for knowledge – Driven CRM
In this paper we propose a framework to combine
KDD (Knowledge Discovered in Databases) and
CRM (Customer Relationship Management), with
an emphasis on customer retention. The key
aspect of the proposed framework is to enable
adaptive use of knowledge discovered to predict
customer buying patterns and capture interesting
knowledge about customers
CRM Strategies for A Small-Sized Online Shopping Mall Based on Association Rules and Sequential Patterns
Data mining has a tremendous contribution to the extraction of knowledge and information which have been hidden in a large volume of data. This study has proposed customer relationship management (CRM) strategies for a small-sized online shopping mall based on association rules and sequential patterns obtained by analyzing the transaction data of the shop. We first defined the VIP customer in terms of recency, frequency and monetary value. Then, we developed a model which classifies customers into VIP or non-VIP, using various techniques such as decision tree, artificial neural network and bagging with each of these as a base classifier. Last, we identified association rules and sequential patterns from the transactions of VIPs, and then these rules and patterns were utilized to propose CRM strategies for the online shopping mall
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