Mining the text information to optimizing the customer relationship management

  • Authors:

  • Che-Wei Chang;Chin-Tsai Lin;Lian-Qing Wang

  • Affiliations:

  • Department of Information Management, Yuanpei University, 306 Yuanpei Street, Hsin Chu 30015, Taiwan, ROC;Graduate Institute of Business and Management, Yuanpei University, 306 Yuanpei Street, Hsin Chu 30015, Taiwan, ROC;Graduate Institute of Business and Management, Yuanpei University, 306 Yuanpei Street, Hsin Chu 30015, Taiwan, ROC

  • Venue:
  • Expert Systems with Applications: An International Journal
  • Year:
  • 2009

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Abstract

Customer data warehouse and mining are able to provide the structure of recording of the whole customers' information, the flow of detecting the important customers systematically, the change of identifying the individual and valuable customers in the whole name list of customers or discovering the royal customers. Generally speaking, it is no doubt that ''customer relationship'' is one of the most important factors to construct the core of competitiveness, especial in service industries for running business forever. Therefore, the objective of this research is to apply the data warehouse and data mining technologies to analyze the customers' behavior in order to form the right of customers' profile and it growth model under Internet and e-commerce environment. This could provide the best service model owing to the enounced of customer-orientation and making more effective marketing strategy. Consequently, a case study will be presented to verify the feasibility and effectiveness of the approach proposed in this research.