Effects of decision support training and cognitive style on decision process attributes
Journal of Management Information Systems
Mining association rules between sets of items in large databases
SIGMOD '93 Proceedings of the 1993 ACM SIGMOD international conference on Management of data
Building the Data Warehouse,3rd Edition
Building the Data Warehouse,3rd Edition
E-Business Marketing
Communications of the ACM - E-services: a cornucopia of digital offerings ushers in the next Net-based evolution
Design science in information systems research
MIS Quarterly
The role of pleasure in web site success
Information and Management
Context-based market basket analysis in a multiple-store environment
Decision Support Systems
Personalization and choice behavior: the role of personality traits
ACM SIGMIS Database
Factor structure of web site creativity
Computers in Human Behavior
A Benchmarking-Based Requirement Analysis Methodology for Improving Web Sites
International Journal of Electronic Commerce
Towards a paradigmatic shift in IS: designing for social practice
Proceedings of the 4th International Conference on Design Science Research in Information Systems and Technology
A strategy-based process for effectively determining system requirements in eCRM development
Information and Software Technology
Integration of Creativity into Website Design
Proceedings of the 13th International Conference on Human-Computer Interaction. Part I: New Trends
The role of pleasure in web site success
Information and Management
The end of the information system life: a model of is discontinuance
ACM SIGMIS Database
An investigation on institutionalization of websites of firms
ACM SIGMIS Database
Journal of Engineering and Technology Management
Electronic Commerce Research and Applications
Sustainability modelling and reporting: From roadmap to implementation
Decision Support Systems
Anatomy of knowledge bases used in design science research
DESRIST'12 Proceedings of the 7th international conference on Design Science Research in Information Systems: advances in theory and practice
Utility-based association rule mining: A marketing solution for cross-selling
Expert Systems with Applications: An International Journal
When Is the Right Time to Refresh Knowledge Discovered from Data?
Operations Research
Theory-generating design science research
Information Systems Frontiers
How do competitive environments moderate CRM value?
Decision Support Systems
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Customer-centric Web-based systems, such as e-commerce Web sites, or sites that support customer relationship management (CRM) activities, are themselves information systems, but their design and maintenance need to follow vastly different approaches from the traditional systems lifecycle approach. Based on marketing frameworks that are applicable to the online world, and following design science principles, we develop a model to guide the design and the continuous management of such sites. The model makes extensive use of current technologies for tracking the customers and their behaviors, and combines elements of data mining and statistical analyses. A case study based on a financial services Web site is used to provide a preliminary validation and design evaluation of our approach. The case study showed considerable measured improvement in the effectiveness of the company's Web site. In addition, it also highlighted an important benefit of the our approach: the identification of previously unknown or unexpected segments of visitors. This finding can lead to promising new business opportunities.