Business intelligence for customer relationship management | |
| Author | Liu, Heying |
| Call Number | AIT Thesis no.IM-05-07 |
| Subject(s) | Customer relations--Management Business intelligence |
| Note | A thesis submitted in partial fulfillment of the requirements for the degree of Master of Science, School of Advanced Technologies |
| Publisher | Asian Institute of Technology |
| Series Statement | Thesis ; no. IM-05-07 |
| Abstract | The purpose of this study is to enhance the customer relationship management by implementing business intelligence using data mining techniques for the target mobile communication company. The mobile communications industry has expanded substantially. The liberalization of once closed markets and privatization of government-held monopolies introduced significant expansion and innovation. The same forces that fed the development of new services and entrance of new players also saw margins grow slimmer and significant customer chum as competitors offered alternative choices. Under competitive conditions, customers become the central focus of the carriers' activities. Therefore the study proposes two applications: customer segmentation and customer churn prediction. Customer segmentation is intended to find out how the customers are composed and help the marketing department make more suitable marketing plans and policy according to different segments with different customer characteristics. Customer churn prediction is to discover the patterns that hidden behind the churned customers and make predictions for the current customers which can help the company to keep the customers likely to chum. To interpret the applications, an intranet-based webpage is designed by using HTML and ASP. It is possible to perform customer lifetime value analysis, loyalty analysis and profitability analysis if the relevant data can be acquired in the future |
| Year | 2005 |
| Corresponding Series Added Entry | Asian Institute of Technology. Thesis ; no. IM-05-07 |
| Type | Thesis |
| School | School of Advanced Technologies (SAT) |
| Department | Department of Information and Communications Technologies (DICT) |
| Academic Program/FoS | Information Management (IM) |
| Chairperson(s) | Vatcharapom Esichaikul; |
| Examination Committee(s) | Haddawy Peter;TangJohn C.S.; |
| Scholarship Donor(s) | Government of China; |
| Degree | Thesis (M.Sc.) - Asian Institute of Technology, 2005 |