Intelligent data mining and personalisation for customer relationship management

Kok Wai Wong; Chun Che Fung; Tamás Gedeon; Douglas Chai

Intelligent data mining and personalisation for customer relationship management

Kok Wai Wong^*, Chun Che Fung, Tamás Gedeon, Douglas Chai

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

14 Citations (Scopus)

Abstract

Customer Relationship Management (CRM) initiatives have gained much attention in recent years. With the aid of data mining technology, businesses can formulate specific strategies for different customer bases more precisely. Additionally, personalisation is another important issue in CRM - especially when a company has a huge product range. This paper presents a case model and investigates the use of computational intelligent techniques for CRM. These techniques allow the complex functions of relating customer behaviour to internal business processes to be learned more easily and the industry expertise and experience from business managers to be integrated into the modelling framework directly. Hence they can be used in the CRM framework to enhance the creation of targeted strategies for specific customer bases.

Original language	English
Title of host publication	2004 8th International Conference on Control, Automation, Robotics and Vision (ICARCV)
Pages	1796-1801
Number of pages	6
Publication status	Published - 2004
Event	8th International Conference on Control, Automation, Robotics and Vision (ICARCV) - Kunming, China Duration: 6 Dec 2004 → 9 Dec 2004

Publication series

Name	2004 8th International Conference on Control, Automation, Robotics and Vision (ICARCV)
Volume	3

Conference

Conference	8th International Conference on Control, Automation, Robotics and Vision (ICARCV)
Country/Territory	China
City	Kunming
Period	6/12/04 → 9/12/04

Cite this

@inproceedings{4da50a9a5c31418b83e8dfed05108306,

title = "Intelligent data mining and personalisation for customer relationship management",

abstract = "Customer Relationship Management (CRM) initiatives have gained much attention in recent years. With the aid of data mining technology, businesses can formulate specific strategies for different customer bases more precisely. Additionally, personalisation is another important issue in CRM - especially when a company has a huge product range. This paper presents a case model and investigates the use of computational intelligent techniques for CRM. These techniques allow the complex functions of relating customer behaviour to internal business processes to be learned more easily and the industry expertise and experience from business managers to be integrated into the modelling framework directly. Hence they can be used in the CRM framework to enhance the creation of targeted strategies for specific customer bases.",

author = "Wong, {Kok Wai} and Fung, {Chun Che} and Tam{\'a}s Gedeon and Douglas Chai",

year = "2004",

language = "English",

isbn = "0780386531",

series = "2004 8th International Conference on Control, Automation, Robotics and Vision (ICARCV)",

pages = "1796--1801",

booktitle = "2004 8th International Conference on Control, Automation, Robotics and Vision (ICARCV)",

note = "8th International Conference on Control, Automation, Robotics and Vision (ICARCV) ; Conference date: 06-12-2004 Through 09-12-2004",

}

Wong, KW, Fung, CC, Gedeon, T & Chai, D 2004, Intelligent data mining and personalisation for customer relationship management. in 2004 8th International Conference on Control, Automation, Robotics and Vision (ICARCV)., WeA4.01 - P1734, 2004 8th International Conference on Control, Automation, Robotics and Vision (ICARCV), vol. 3, pp. 1796-1801, 8th International Conference on Control, Automation, Robotics and Vision (ICARCV), Kunming, China, 6/12/04.

Intelligent data mining and personalisation for customer relationship management. / Wong, Kok Wai; Fung, Chun Che; Gedeon, Tamás et al.
2004 8th International Conference on Control, Automation, Robotics and Vision (ICARCV). 2004. p. 1796-1801 WeA4.01 - P1734 (2004 8th International Conference on Control, Automation, Robotics and Vision (ICARCV); Vol. 3).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Intelligent data mining and personalisation for customer relationship management

AU - Wong, Kok Wai

AU - Fung, Chun Che

AU - Gedeon, Tamás

AU - Chai, Douglas

PY - 2004

Y1 - 2004

N2 - Customer Relationship Management (CRM) initiatives have gained much attention in recent years. With the aid of data mining technology, businesses can formulate specific strategies for different customer bases more precisely. Additionally, personalisation is another important issue in CRM - especially when a company has a huge product range. This paper presents a case model and investigates the use of computational intelligent techniques for CRM. These techniques allow the complex functions of relating customer behaviour to internal business processes to be learned more easily and the industry expertise and experience from business managers to be integrated into the modelling framework directly. Hence they can be used in the CRM framework to enhance the creation of targeted strategies for specific customer bases.

AB - Customer Relationship Management (CRM) initiatives have gained much attention in recent years. With the aid of data mining technology, businesses can formulate specific strategies for different customer bases more precisely. Additionally, personalisation is another important issue in CRM - especially when a company has a huge product range. This paper presents a case model and investigates the use of computational intelligent techniques for CRM. These techniques allow the complex functions of relating customer behaviour to internal business processes to be learned more easily and the industry expertise and experience from business managers to be integrated into the modelling framework directly. Hence they can be used in the CRM framework to enhance the creation of targeted strategies for specific customer bases.

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M3 - Conference contribution

SN - 0780386531

SN - 9780780386532

T3 - 2004 8th International Conference on Control, Automation, Robotics and Vision (ICARCV)

SP - 1796

EP - 1801

BT - 2004 8th International Conference on Control, Automation, Robotics and Vision (ICARCV)

T2 - 8th International Conference on Control, Automation, Robotics and Vision (ICARCV)

Y2 - 6 December 2004 through 9 December 2004

ER -

Intelligent data mining and personalisation for customer relationship management

Abstract

Publication series

Conference

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