A taxonomy of customer relationship management analyses for data warehousing

Authors:
Colleen Cunningham;Il-Yeol Song
Affiliations:
Drexel University, Philadelphia, PA;Drexel University, Philadelphia, PA
Venue:
ER '07 Tutorials, posters, panels and industrial contributions at the 26th international conference on Conceptual modeling - Volume 83
Year:
2007

Citing 2
Cited 0

Building the data warehouse

Communications of the ACM
Data warehouse design to support customer relationship management analyses

Proceedings of the 7th ACM international workshop on Data warehousing and OLAP

Quantified Score

Hi-index	0.00

Visualization

Abstract

Customer Relationship Management (CRM) is a strategy that supports an organization's decision-making process to retain long-term and profitable relationships with its customers. Effective CRM analyses require a detailed data warehouse model that can support various CRM analyses and deep understanding on CRM-related business questions. In this paper, we present a taxonomy of CRM analysis categories. Our CRM taxonomy includes CRM strategies, CRM category analyses, CRM business questions, their potential uses, and key performance indicators (KPIs) for those analysis types. Our CRM taxonomy can be used in selecting and evaluating a data schema for CRM analyses, CRM vendors, CRM strategies, and KPIs.