analysis and assesment on customer relationship management at ila

... CHAPTER RECOMMENDATIONS TO IMPROVE THE CUSTOMER RELATIONSHIP MANAGEMENT AT ILA 55 3.1 CRM - Training programme for ILA people - Create a CRM view 55 3.2 Improve Customer relationship software ... Kristin Anderson and Carol Kerr, "Customer relationship management" , McGraw- Hill, 2002 Russell S Winer, "A framework for Customer relationship management" , California management review, 2001 Don ... RELATIONSHIP MANAGEMENT AT ILA 31 2.1 About ILA 31 2.1.1 Introduction about ILA 31 2.1.3 ILA principle 32 2.2 Assessment on Customer relationship management...

Ngày tải lên: 18/12/2017, 03:15

... can be applied in Customer relationship at ILA (b) What current situation of Customer relationship management at ILA (c) How to improve Customer relationship management at ILA 10 Significance ... Recommendations to improve the customer relationship management in ILA CHAPTER LITERATURE REVIEW Conception of Customer relationship 1.1 Root of relationship To understand customer relationships, ... the relationship Third, it is iterative in nature One practical implication of the iterative nature of a customer relationship is that it generates a convenience benefit to the customer for continuing...

Ngày tải lên: 26/03/2015, 08:46

... use relationship marketing The five R’s of Relationship Marketing are Relationship, Realization, Response, Relevance, & Respect This case study addresses relationship marketing focusing on a ... organization The study of customers helps organizations to improve their marketing strategies by understanding issues such as consumer behavior, customer satisfaction, customer loyalty, relationship ... loyalty, customer relationship management, customer satisfaction, customer trust, internal marketing, marketing analytics, regain management, and relationship marketing Tugba Ucma’s case, “Understanding...

Ngày tải lên: 16/09/2015, 13:56

... 2.3 Customer Relationship Management The concept of Customer Relationship Management (CRM) has started in 1980s when organizations began to understand how to develop relationship with 14 customers ... a relationship between banks and their customers Little and Marandi (2003:30) also states that relationships between service firms and their consumers, are built on and maintained by communication ... exists a relationship between two-way communication and customer loyalty at Vietcombank Dong Nai H 02 : There is no relationship between employees attitude and customer loyalty at Vietcombank Dong...

Ngày tải lên: 06/04/2017, 15:54

... that IT specialists must correctly dimension the network, sustain the installation of applications on users’ workstations and assure a strategy concerning data synchronization The fourth zone ... (off-line and online) generates an augmentation of the relationships interactivity between a company and its customers The high personalization level of marketing messages The personalization represents ... network configuration, the system testing, the training of its users and the creation of a plan that can monitor, evaluate and update the information system components In the case in an organization...

Ngày tải lên: 29/03/2014, 23:20

... chapter on finding customers in data, one on the relation­ ship of data mining and data warehousing, another on the data mining envi­ ronment (both corporate and technical), and a final chapter on ... the context of customer relationship management The Role of the Customer Relationship Management Strategy To be effective, data mining must occur within a context that allows an organi­ zation ... recognized that firms of all sizes need to learn to emulate what small, service-oriented businesses have always done well—creating one-toone relationships with their customers Customer relationship management...

Ngày tải lên: 07/04/2014, 11:16

... Validate Assumptions Using simple cross-tabulation and visualization tools such as scatter plots, bar graphs, and maps, validate assumptions about the data Look at the target variable in relation ... classification, estimation, prediction, affin­ ity grouping, clustering, and profiling The next challenge is to locate appropriate data that can be transformed into actionable information Once the data ... led to confusion Failure to aggregate to the appropriate level can also lead to confusion In one case, data provided by a charitable organization showed an inverse correlation between donors’...

Ngày tải lên: 14/08/2014, 11:21

... costper-response measures often used to rate channels Data Mining for Customer Relationship Management Customer relationship management naturally focuses on established cus­ tomers Happily, established customers ... Response Rate Figure 5.8 Statistics has proven that actual response rate on a population is very close to a normal distribution whose mean is the measured response on a sample and whose standard ... population? Once again, it is possible that these are all the responders in the population, so the low-end estimate is 0.5 percent On the other hand, it is possible that everyone else was as responder...

Ngày tải lên: 14/08/2014, 11:21

... generation The final network comes from the generation that works best on the validation set, rather than the one that works best on the training set When the model’s performance on the validation ... -1 and output { The combination function and transfer function together constitute the activation function The transfer function calculates the output value from the result of the combination ... of candidate subtrees, the one that works best on new data That, of course, is the purpose of the validation set Each of the candidate subtrees is used to classify the records in the validation...

Ngày tải lên: 14/08/2014, 11:21

... sign of fraud and can spark further investigation ■ ■ Medical patient histories can give indications of likely complications based on certain combinations of treatments Association rules often ... solicitation can extend this function further, resulting in a solicitation metric like: ■ ■ dsolicitation(A, B) = 0, when A and B both responded to the solicitation ■ ■ dsolicitation(A, B) = ... they are only meant as a guide for measuring similarity and showing how previous information and response histories can be incorporated into a distance function The Combination Function: Asking...

Ngày tải lên: 14/08/2014, 11:21

... relationship As for the end of the promotional period, this is really an initial condition or time-zero covariate on the customer relationship When the customer signs up, the initial promotional ... tomer databases often contain data on millions of customers and former customers Much of the statistical background of survival analysis is focused on extracting every last bit of information out ... probabilities, statisticians work with hazard rates, which are turned into survival curves by using exponentiation and integration One difference between a rate and a probability is that the rate can...

Ngày tải lên: 14/08/2014, 11:21

... sections explore the characteristics of these relationships in more detail T I P An ongoing billing relationship is a good sign of an ongoing subscription relationship Such ongoing customer relationships ... F new Data Warehousing, OLAP, and Data Mining These operations are in addition to set operations, such as union and intersection In nonscientific terminology, these relational operations are: ... interest T I P Customer activation provides the initial conditions of the customer relationship Such initial conditions are often useful predictors of long term customer behavior Activation is also...

Ngày tải lên: 14/08/2014, 11:21

... during the process of data exploration and data preparation that is an important part of the data mining process For that reason, we feel that any company with ongoing data mining needs should ... business-rule data marts The complicated extract and transformation logic required to create customer signatures from transaction data is part of the system—a great sim­ plification for anyone who has ... Business Data Definition Module Customer Interaction Module Application Server with logs OLTP Database for Customer Interaction Business Rules Analysis Module Customer Signatures for Mining OLAP Database...

Ngày tải lên: 14/08/2014, 11:21

... effect on the business Index A absolute values, distance function, 275 accuracy classification and predication, 79 estimation, 79–81 acquisition acquisition-time data, 108–110 customer relationships, ... detection, 369 computational issues, customer signatures, 594–596 concentration concentration charts, 101 cumulative response, 82–83 confidence intervals hypothesis testing, 148 statistical analysis, ... data) and standardization However, data mining tools are generally weak on looking up values and doing aggregations For this reason, the customer signature is almost always created elsewhere and...

Ngày tải lên: 14/08/2014, 11:21

... understanding of relationships and relationship management What is a relationship? The ‘R’ of CRM stands for relationship But what we really mean by the expression relationship? ’ Certainly, ... Understanding relationships Chapter objectives What is a relationship? Relationship quality Why companies want relationships with customers Why companies NOT want relationships with customers Why customers ... feel that they have built a relationship We can conclude from this that a relationship is a social construct That is to say, a relationship exists if people believe that a relationship exists and...

Ngày tải lên: 17/11/2016, 14:37

... climate, geology, etc.) related to selection and implementation of the project and upholding the efficiency of the project in the future + Population and labor conditions related to the demand and ... Matexim Company and some other projects which have been operating in the northern area - Make statistics and analysis on market, collect actual information, treat data and use database of consulting ... International Executive Master of Business Administration Program GRADUATION THESIS International Executive Master of Business Administration Program GRADUATION THESIS INTRODUCTION Vietnam - one...

Ngày tải lên: 15/04/2017, 21:05

... can expand the depth of the customer relationship CRM is the strongest weapon you have to create, maintain, and expand customer relationships and it’s here to stay 16 Customer Relationship Management ... Customer Relationship Management Defined Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding customer relationships Let’s take a closer look at ... target customers doesn’t serve the organization Strategy sets the direction for your organization And any strategy that gets in the way of customer relationships is going to send the organization...

Ngày tải lên: 23/10/2013, 05:15

... can expand the depth of the customer relationship CRM is the strongest weapon you have to create, maintain, and expand customer relationships and it’s here to stay 16 Customer Relationship Management ... Customer Relationship Management Defined Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding customer relationships Let’s take a closer look at ... target customers doesn’t serve the organization Strategy sets the direction for your organization And any strategy that gets in the way of customer relationships is going to send the organization...

Ngày tải lên: 26/10/2013, 16:15

... definition of customer relationship management (CRM): 1.1.1 Definition of customer relationship management: There is no universal explanation of what CRM is, since the area is fairly new and still ... each customer contract CRM facilitates relationships among enterprises, their customers, business partners, suppliers, and employees” 1.1.2 Comparison between relationship and transactional marketing: ... different segmentations and measures the effectiveness of each segmentation  Marketing campaigns base on customer database: Use the database and information of each segmentation to plan and implement...

Ngày tải lên: 26/11/2013, 20:57