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Business intelligence for customer relationship management

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dc.contributor.advisor Dr. Vatcharaporn Esichaikul (Chairperson) en_US
dc.contributor.advisor Prof. Peter Haddawy (Member) en_US
dc.contributor.advisor Prof. John C.S. Tang (Member) en_US
dc.contributor.author Liu Heying en_US
dc.date.accessioned 2015-01-12T10:45:19Z
dc.date.available 2015-01-12T10:45:19Z
dc.date.issued 2005 en_US
dc.identifier.other AIT Thesis no.IM-05-07 en_US
dc.identifier.uri http://www.cs.ait.ac.th/xmlui/handle/123456789/568
dc.description 57 p. en_US
dc.description.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 churn 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 churn. 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. en_US
dc.description.sponsorship Government of China 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 Management en_US
dc.title Business intelligence for customer relationship management en_US
dc.type Thesis en_US

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