Framework For Knowledge-Driven Customer Relationship Management

Customer Relationship Management (CRM) initiatives are increasingly recognised as a major tool to maintain or even to compete with other organisations worldwide. The competitive benefits of CRM efforts have been widely published by researchers and consulting firms. This study look at Customer Relati...

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Bibliographic Details
Main Author:	Goon , Tuck Choy
Format:	Thesis
Published:	2005
Subjects:	HF5410-5417.5 Marketing Distribution of products
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id	my-mmu-ep.788
record_format	uketd_dc
spelling	my-mmu-ep.7882010-07-02T04:22:20Z Framework For Knowledge-Driven Customer Relationship Management 2005-01 Goon , Tuck Choy HF5410-5417.5 Marketing. Distribution of products Customer Relationship Management (CRM) initiatives are increasingly recognised as a major tool to maintain or even to compete with other organisations worldwide. The competitive benefits of CRM efforts have been widely published by researchers and consulting firms. This study look at Customer Relationship Management, CRM system and how background knowledge of an industry can guide the discovery process through means of data mining techniques and incorporate discovered patterns to retain existing customers and at the same time pinpoint accurately to new sales. In this study, we will examine the issues surrounding the convergence of KDD (Knowledge Discovery in databases) and CRM in building knowledge -driven CRM (K-CRM). By understanding the issues and challenges, we hope to achieve better customer understanding and thus, create a better CRM solution. In this study, we also demise a framework for implementing K-CRM initiatives so that, future implementations of K-CRM can be more successful and the development time can be shortened. 2005-01 Thesis http://shdl.mmu.edu.my/788/ http://myto.perpun.net.my/metoalogin/logina.php masters Multimedia University Research Library
institution	Multimedia University
collection	MMU Institutional Repository
topic	HF5410-5417.5 Marketing Distribution of products
spellingShingle	HF5410-5417.5 Marketing Distribution of products Goon , Tuck Choy Framework For Knowledge-Driven Customer Relationship Management
description	Customer Relationship Management (CRM) initiatives are increasingly recognised as a major tool to maintain or even to compete with other organisations worldwide. The competitive benefits of CRM efforts have been widely published by researchers and consulting firms. This study look at Customer Relationship Management, CRM system and how background knowledge of an industry can guide the discovery process through means of data mining techniques and incorporate discovered patterns to retain existing customers and at the same time pinpoint accurately to new sales. In this study, we will examine the issues surrounding the convergence of KDD (Knowledge Discovery in databases) and CRM in building knowledge -driven CRM (K-CRM). By understanding the issues and challenges, we hope to achieve better customer understanding and thus, create a better CRM solution. In this study, we also demise a framework for implementing K-CRM initiatives so that, future implementations of K-CRM can be more successful and the development time can be shortened.
format	Thesis
qualification_level	Master's degree
author	Goon , Tuck Choy
author_facet	Goon , Tuck Choy
author_sort	Goon , Tuck Choy
title	Framework For Knowledge-Driven Customer Relationship Management
title_short	Framework For Knowledge-Driven Customer Relationship Management
title_full	Framework For Knowledge-Driven Customer Relationship Management
title_fullStr	Framework For Knowledge-Driven Customer Relationship Management
title_full_unstemmed	Framework For Knowledge-Driven Customer Relationship Management
title_sort	framework for knowledge-driven customer relationship management
granting_institution	Multimedia University
granting_department	Research Library
publishDate	2005
_version_	1747829216519389184

Framework For Knowledge-Driven Customer Relationship Management

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