CRM (Customer Relationship
Management) contains 3 modules, Marketing, Sales, and
Support, which rely on the customer relationship and profiling
information. While the information contained in those 3 modules
is input by operator, it will be prudent to gather much more
information from the Internet. We can find relationship between
customers and find their profile from the Internet. This
information can be used to enrich and direct the CRM to
perform better in supporting the business objectives. Gathering
information from the Internet means that we need Information
Retrieval and Information Extraction that involve many sources
from Internet, such as social media, net blog, and news. This
research provides the model of data mining utilization in
traditional CRM to become social CRM. This research
contributes for CRM enhancement where customer centric
application becomes automated.
CRM (Customer RelationshipManagement) contains 3 modules, Marketing, Sales, andSupport, which rely on the customer relationship and profilinginformation. While the information contained in those 3 modulesis input by operator, it will be prudent to gather much moreinformation from the Internet. We can find relationship betweencustomers and find their profile from the Internet. Thisinformation can be used to enrich and direct the CRM toperform better in supporting the business objectives. Gatheringinformation from the Internet means that we need InformationRetrieval and Information Extraction that involve many sourcesfrom Internet, such as social media, net blog, and news. Thisresearch provides the model of data mining utilization intraditional CRM to become social CRM. This researchcontributes for CRM enhancement where customer centricapplication becomes automated.
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