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A decision support system for customer relationship management

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dc.contributor.advisor Dr. Vatcharaporn Esichaikul (Chairman) en_US
dc.contributor.advisor Dr. Peter Haddawy (Member) en_US
dc.contributor.advisor Prof. P.M. Dung (Member) en_US
dc.contributor.author Thitipong Navalertporn en_US
dc.date.accessioned 2015-01-12T10:44:58Z
dc.date.available 2015-01-12T10:44:58Z
dc.date.issued 2003 en_US
dc.identifier.other AIT Thesis no.IM-03-09 en_US
dc.identifier.uri http://www.cs.ait.ac.th/xmlui/handle/123456789/547
dc.description 56 p. en_US
dc.description.abstract In recent years, businesses are increasingly realizing the significance of knowing their customer better. More and more companies are focusing their efforts on building long-lasting ties with customers; therefore, Customer Relationship Management (CRM) is becoming a priority for many businesses. This study concerns with designing and implementing a prototype Decision Support System for Customer Relationship Management in order to enhance an effectiveness of marketing operation in the Steel Manufacturer and Distributor Company. In recent years, steel business has become one of the most fiercely competitive industries. In such competitive environment, traditional customer relationship strategies of marketing department deployed to fuel business growth become less effective. This study, therefore, proposes two primary applications which include (i) customer segmentation and (ii) customer retention analysis. The objective of customer segmentation is to define the right strategy for the right customer. Customer retention analysis, on the other hand, is to identify the customer who is likely to leave or drop the services. Once the prototype system is developed, an evaluation on the accuracy of the results is conducted. Finally, some possible areas for the future development of a decision support system for customer relationship management are suggested. en_US
dc.description.sponsorship Self Support en_US
dc.language.iso en en_US
dc.publisher Asian Institute of Technology en_US
dc.relation.ispartofseries AIT Publications; en_US
dc.subject Business en_US
dc.subject Customer Relationship Management en_US
dc.subject Decision Support System en_US
dc.title A decision support system for customer relationship management en_US
dc.type Thesis en_US


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