Data mining research for customer relationship management systems: a framework and analysis
by Sarika Sharma, D.P. Goyal, R.K. Mittal
International Journal of Business Information Systems (IJBIS), Vol. 3, No. 5, 2008

Abstract: Data mining is a new technology that helps businesses to predict future trends and behaviours, allowing them to make proactive, knowledge-driven decisions. When data mining tools and techniques are applied on the data warehouse based on customer records, they search for the hidden patterns and trends. These can be further used to improve customer understanding and acquisition. Customer Relationship Management (CRM) systems are adopted by the organisations in order to achieve success in the business and also to formulate business strategies, which can be formulated based on the predictions given by the data mining tools. Basically three major areas of data mining research are identified: implementation of CRM systems, evaluation criteria for data mining software and CRM systems and methods to improve data quality for data mining. The paper is concluded with a proposed integrated model for the CRM systems evaluation and implementation. This paper focuses on these areas, where there is need for more explorations, and will provide a framework for analysis of the data mining research for CRM systems.

Online publication date: Sun, 01-Jun-2008

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Business Information Systems (IJBIS):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com