Application of data mining techniques in customer relationship management: A literature review and classification

Expert Systems with Applications

Volumn 36, Issue 2 PART 2, 2009, Pages 2592-2602

  Ngai, E W T ^a   Xiu, Li ^b   Chau, D C K ^a  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

^b TSINGHUA UNIVERSITY   (China)

Author keywords

Classification; Customer relationship management; Data mining; Literature review

Indexed keywords

COMPUTER SUPPORTED COOPERATIVE WORK; DATA MINING; DATA VISUALIZATION; PUBLIC RELATIONS; SALES;

ACADEMIC LITERATURE; CLASSIFICATION PROCESS; CLASSIFICATION SCHEME; CUSTOMER DEVELOPMENT; CUSTOMER RELATIONSHIP MANAGEMENT; KNOWLEDGE ACCUMULATION; LITERATURE REVIEWS; ONE-TO-ONE MARKETING;

CLASSIFICATION (OF INFORMATION);

EID: 56349094668     PISSN: 09574174     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.eswa.2008.02.021     Document Type: Review

References (111)

1. Adomavicius G., and Tuzhilin A. Expert-driven validation of rule-based user models in personalization applications. Data Mining and Knowledge Discovery 5 (2001) 33-58
2. Aggarval C.C., and Yu P.S. Finding localized associations in market basket data. IEEE Transactions on Knowledge and Data Engineering 14 (2002) 51-62
3. Ahmed S.R. Applications of data mining in retail business. Information Technology: Coding and Computing 2 (2004) 455-459
4. Ahn H., Kim K.J., and Han I. Hybrid genetic algorithms and case-based reasoning systems for customer classification. Expert Systems with Applications 23 (2006) 127-144
5. Au W.H., and Chan K.C.C. Mining fuzzy association rules in a bank-account database. IEEE Transactions on Fuzzy Systems 11 (2003) 238-248
6. Au W.H., Chan K.C.C., and Yao X. A novel evolutionary data mining algorithm with applications to churn prediction. IEEE Transactions on Evolutionary Computation 7 (2003) 532-545
7. Bae S.M., Ha S.H., and Park S.C. A web-based system for analyzing the voices of call center customers in the service industry. Expert Systems with Applications 28 (2005) 29-41
8. Bae S.M., Park S.C., and Ha S.H. Fuzzy web ad selector based on web usage mining. IEEE Intelligent Systems (2003) 62-69
9. Baesens B., Verstraeten G., Dirk V.D.P., Michael E.P., Kenhove V.K., and Vanthienen J. Bayesian network classifiers for identifying the slope of the customer-lifecycle of long-life customers. European Journal of Operational Research 156 (2004) 508-523
10. Baesens B., Viaene S., Poel D.V.D., Vanthienen J., and Dedene G. Bayesian neural network learning for repeat purchase modelling in direct marketing. European Journal of Operational Research 138 (2002) 191-211
11. Berry M.J.A., and Linoff G.S. Data mining techniques second edition - for marketing, sales, and customer relationship management (2004), Wiley
12. Berson A., Smith S., and Thearling K. Building data mining applications for CRM (2000), McGraw-Hill
13. Bortiz J.E., and Kennedy D.B. Effectiveness of neural network types for prediction of business failure. Expert Systems with Applications 9 (1995) 503-512
14. Brijs T., Swinnen G., Vanhoof K., and Wets G. Building an association rules framework to improve product assortment decisions. Data Mining and Knowledge Discovery 8 (2004) 7-23
15. Buckinx W., Moons E., Poel D.V.D., and Wets G. Customer-adapted coupon targeting using feature selection. Expert Systems with Applications 26 (2004) 509-518
16. Buckinx W., and Poel D.V.D. Customer base analysis: Partial defection of behaviorally-loyal clients in a non-contractual FMCG retail setting. European Journal of Operational Research 164 (2005) 252-268
17. Carrier C.G., and Povel O. Characterising data mining software. Intelligent Data Analysis 7 (2003) 181-192
18. Cassab H., and Maclachlan D.L. Interaction fluency: A customer performance measure of multichannel service. International Journal of Productivity and Performance Management 55 (2006) 555-568
19. Chang S.E., Changchien S.W., and Huang R.H. Assessing users' product-specific knowledge for personalization in electronic commerce. Expert Systems with Applications 30 (2006) 682-693
20. Changchien S.W., Lee C.F., and Hsu Y.J. On-line personalized sales promotion in electronic commerce. Expert Systems with Applications 27 (2004) 35-52
21. Changchien S.W., and Lu T.C. Mining association rules procedure to support on-line recommendation by customers and products fragmentation. Expert Systems with Applications 20 (2001) 325-335
22. Chen M.C., Chiu A.L., and Chang H.H. Mining changes in customer behavior in retail marketing. Expert Systems with Applications 28 (2005) 773-781
23. Chen Y.L., Hsu C.L., and Chou S.C. Constructing a multi-valued and multi-labeled decision tree. Expert Systems with Applications 25 (2003) 199-209
24. Chen Y.L., Tang K., Shen R.J., and Hu Y.H. Market basket analysis in a multiple store environment. Decision Support Systems 40 (2005) 339-354
25. Cheung K.W., Kwok J.T., Law M.H., and Tsui K.C. Mining customer product ratings for personalized marketing. Decision Support Systems 35 (2003) 231-243
26. Chiang D.A., Wang Y.F., Lee S.L., and Lin C.J. Goal-oriented sequential pattern for network banking churn analysis. Expert Systems with Applications 25 (2003) 293-302
27. Chiu C. A case-based customer classification approach for direct marketing. Expert Systems with Applications 22 (2002) 163-168
28. Cho Y.B., Cho Y.H., and Kim S.H. Mining changes in customer buying behavior for collaborative recommendations. Expert Systems with Applications 28 (2005) 359-369
29. Cho Y.H., and Kim J.K. Application of web usage mining and product taxonomy to collaborative recommendations in e-commerce. Expert Systems with Applications 26 (2004) 233-246
30. Chu B.H., Tsai M.S., and Ho C.S. Toward a hybrid data mining model for customer retention. Knowledge-Based Systems 20 (2007) 703-718
31. Cox L.A. Data mining and causal modeling of customer behaviors. Telecommunication Systems 21 (2002) 349-381
32. Datta P., Masand B., Mani D.R., and Li B. Automated cellular modeling and prediction on a large scale. Artificial Intelligence Review 14 (2000) 485-502
33. Demiriz A. Enhancing product recommender systems on sparse binary data. Data Mining and Knowledge Discovery 9 (2004) 147-170
34. Dennis C., Marsland D., and Cockett T. Data mining for shopping centres-customer knowledge management framework. Journal of Knowledge Management 5 (2001) 368-374
35. Douglas S., Agarwal D., and Alonso T. Mining customer care dialogs for "daily news". IEEE Transactions on Speech and Audio Processing 13 (2005) 652-660
36. Drew J.H., Mani D.R., Betz A.L., and Datta P. Targeting customers with statistical and data-mining techniques. Journal of Service Research 3 (2001) 205-220
37. Etzion O., Fisher A., and Wasserkrug S. E-CLV: A modeling approach for customer lifetime evaluation in e-commerce domains, with an application and case study for online auction. Information Systems Frontiers 7 (2005) 421-434
38. Fletcher D., and Goss E. Forecasting with neural networks: An application using bankruptcy data. Information and Management 3 (1993)
39. Giudici P., and Passerone G. Data mining of association structures to model consumer behaviour. Computational Statistics and Data Analysis 38 (2002) 533-541
40. Ha S.H. Helping online customers decide through web personalization. IEEE Intelligent Systems 17 (2002) 34-43
41. Ha S.H., Bae S.M., and Park S.C. Customer's time-variant purchase behavior and corresponding marketing strategies: An online retailer's case. Computers and Industrial Engineering 43 (2002) 801-820
42. Ha S.H., Bae S.M., and Park S.C. Digital content recommender on the internet. IEEE Intelligent Systems 21 (2006) 70-77
43. He Z., Xu X., Deng S., and Ma R. Mining action rules from scratch. Expert Systems with Applications 29 (2005) 691-699
44. He Z., Xu X., Huang J.Z., and Deng S. Mining class outliers: Concepts, algorithms and applications in CRM. Expert Systems with Applications 27 (2004) 681-697
45. Hsieh N.C. An integrated data mining and behavioral scoring model for analyzing bank customers. Expert Systems with Applications 27 (2004) 623-633
46. Hung S.Y., Yen D.C., and Wang H.Y. Applying data mining to telecom churn management. Expert Systems with Applications 31 (2006) 515-524
47. Hwang H., Jung T., and Suh E. An LTV model and customer segmentation based on customer value: A case study on the wireless telecommunication industry. Expert Systems with Applications 26 (2004) 181-188
48. Jiang T., and Tuzhilin A. Segmenting customers from population to individuals: Does 1-to-1 keep your customers forever. IEEE Transactions on Knowledge and Data Engineering 18 (2006) 1297-1311
49. Jiao J.R., Zhang Y., and Helander M. A Kansei mining system for affective design. Expert Systems with Applications 30 (2006) 658-673
50. Jukic N., and Nestorov S. Comprehensive data warehouse exploration with qualified association-rule mining. Decision Support Systems 42 (2006) 859-878
51. Kim E., Kim W., and Lee Y. Combination of multiple classifiers for the customer's purchase behavior prediction. Decision Support Systems 34 (2003) 167-175
52. Kim J.K., Song H.S., Kim T.S., and Kim H.K. Detecting the change of customer behavior based on decision tree analysis. Expert Systems with Applications 22 (2005) 193-205
53. Kim S.Y., Jung T.S., Suh E.H., and Hwang H.S. Customer segmentation and strategy development based on customer lifetime value: A case study. Expert Systems with Applications 31 (2006) 101-107
54. Kim Y.A., Song H.S., and Kim S.H. Strategies for preventing defection based on the mean time to defection and their implementations on a self-organizing map. Expert Systems with Applications 22 (2005) 265-278
55. Kim Y.H., and Moon B.R. Multicampaign assignment problem. IEEE Transactions on Knowledge and Data Engineering 18 (2006) 405-414
56. Kim Y.S. Toward a successful CRM: Variable selection, sampling, and ensemble. Decision Support Systems 41 (2006) 542-553
57. Kim Y.S., and Street W.N. An intelligent system for customer targeting: A data mining approach. Decision Support Systems 37 (2004) 215-228
58. Kincaid J.W. Customer relationship management: Getting it right. Upper saddle river (2003), Prentice Hall PTR, N.J.
59. Koh H.C., and Chan K.L.G. Data mining and customer relationship marketing in the banking industry. Singapore Management Review 24 (2002) 1-28
60. Kracklauer A.H., Mills D.Q., and Seifert D. Customer management as the origin of collaborative customer relationship management. Collaborative Customer Relationship Management - taking CRM to the next level (2004) 3-6
61. Kubat M., Hafez A., Raghavan V.V., Lekkala J.R., and Chen W.K. Item set trees for targeted association querying. IEEE Transaction on Knowledge and Data Engineering 15 (2003) 1522-1534
62. Kuo R.J., Liao J.L., and Tu C. Integration of art2 neural network and genetic k-means algorithm for analyzing web browsing paths in electronic commerce. Decision Support Systems 40 (2005) 355-374
63. Kwan I.S.Y., Fong J., and Wong H.K. An e-customer behavior model with online analytical mining for internet marketing planning. Decision Support Systems 41 (2005) 189-204
64. Langley P., and Simon H.A. Applications of machine learning and rule induction. Communication of the ACM 38 (1995) 55-64
65. Larivie'Re B., and Poel D.V.D. Investigating the role of product features in preventing customer churn, by using survival analysis and choice modeling: The case of financial services. Expert Systems with Applications 27 (2004) 277-285
66. Larivie'Re B., and Poel D.V.D. Predicting customer retention and profitability by using random forests and regression forests techniques. Expert Systems with Applications 29 (2005) 472-484
67. LarivièRe B., and Poel D.V.D. Investigating the post-complaint period by means of survival analysis. Expert Systems with Applications 29 (2005) 667-677
68. Lau H.C.W., Wong C.W.Y., Hui I.K., and Pun K.F. Design and implementation of an integrated knowledge system. Knowledge-Based Systems 16 (2003) 69-76
69. Lee C.H., Kim Y.H., and Rhee P.K. Web personalization expert with combining collaborative filtering and association rule mining technique. Expert Systems with Applications 21 (2001) 131-137
70. Lee J.H., and Park S.C. Agent and data mining based decision support system and its adaptation to a new customer-centric electronic commerce. Expert Systems with Applications 25 (2003) 619-635
71. Lee J.H., and Park S.C. Intelligent profitable customers segmentation system based on business intelligence tools. Expert Systems with Applications 29 (2005) 145-152
72. Lee S.C., Suh Y.H., Kim J.K., and Lee K.J. A cross-national market segmentation of online game industry using SOM. Expert Systems with Applications 27 (2004) 559-570
73. Lee T.S., Chiu C.C., Chou Y.C., and Lu C.J. Mining the customer credit using classification and regression tree and multivariate adaptive regression splines. Computational Statistics and Data Analysis 50 (2006) 1113-1130
74. Lejeune M.A.P.M. Measuring the impact of data mining on churn management. Internet Research: Electronic Networking Applications and Policy 11 (2001) 375-387
75. Leung R.W.K., Lau H.C.W., and Kwong C.K. On a responsive replenishment system: A fuzzy logic approach. Expert Systems with Applications 20 (2003) 20-32
76. Li S.T., Shue L.Y., and Lee S.F. Enabling customer relationship management in ISP services through mining usage patterns. Expert Systems with Applications 30 (2006) 621-632
77. Liao S.H., and Chen Y.J. Mining customer knowledge for electronic catalog marketing. Expert Systems with Applications 27 (2004) 521-532
78. Ling R., and Yen D.C. Customer relationship management: An analysis framework and implementation strategies. Journal of Computer Information Systems 41 (2001) 82-97
79. Liu D.R., and Shih Y.Y. Integrating AHP and data mining for product recommendation based on customer lifetime value. Information and Management 42 (2005) 340-387
80. Min H., Min H., and Eman A. A data mining approach to developing the profiles of hotel customers. International Journal of Contemporary Hospitality Management 14 (2002) 274-285
81. Min S.H., and Han I. Detection of the customer time-variant pattern for improving recommender systems. Expert Systems with Applications 28 (2005) 189-199
82. Mitra S., Pal S.K., and Mitra P. Data mining in soft computing framework: A survey. IEEE Transactions on Neural Networks 13 (2002) 3-14
83. Mozer M.C., Wolniewicz R., Grimes D.B., Johnson E., and Kaushansky H. Predicting subscriber dissatisfaction and improving retention in the wireless telecommunications industry. IEEE Transactions on Neural Networks 11 (2000) 690-696
84. Ngai E.W.T. Customer relationship management research (1992-2002): An academic literature review and classification. Marketing Intelligence, Planning 23 (2005) 582-605
85. Nord J.H., and Nord G.D. MIS research: Journal status and analysis. Information & Management 29 (1995) 29-42
86. Parvatiyar A., and Sheth J.N. Customer relationship management: Emerging practice, process, and discipline. Journal of Economic & Social Research 3 (2001) 1-34
87. Poel D.V.D., and Buckinx W. Predicting online-purchasing behavior. European Journal of Operational Research 166 (2005) 557-575
88. Poel D.V.D., and Larivière B. Customer attrition analysis for financial services using proportional hazard models. European Journal of Operational Research 157 (2004) 196-217
89. Prinzie A., and Poel D.V.D. Constrained optimization of data-mining problems to improve model performance: A direct-marketing application. Expert Systems with Applications 29 (2005) 630-640
90. Prinzie A., and Poel D.V.D. Investigating purchasing-sequence patterns for financial services using Markov, MTD and MTDg models. European Journal of Operational Research 170 (2006) 710-734
91. Rosset S., Neumann E., Eick U., and Vatnik N. Customer lifetime value models for decision support. Data Mining and Knowledge Discovery 7 (2003) 321-339
92. Salchenberger L.M., Cinar E.M., and Lash N.A. Neural networks: A new tool for predicting thrift failures. Decision Sciences 23 (1992) 899-916
93. Shaw M.J., Subramaniam C., Tan G.W., and Welge M.E. Knowledge management and data mining for marketing. Decision Support Systems 31 (2001) 127-137
94. Smith K.A., Wills R.J., and Brooks M. An analysis of customer retention and insurance claim patterns using data mining: A case study. Journal of the Operational Research Society 51 (2000) 532-541
95. Song H.S., Kim J.K., Cho Y.B., and Kim S.H. A personalized defection detection and prevention procedure based on the self-organizing map and association rule mining: Applied to online game site. Artificial Intelligence Review 21 (2004) 161-184
96. Song H.S., Kim J.K., and Kim S.H. Mining the change of customer behavior in an internet shopping mall. Expert Systems with Applications 21 (2001) 157-168
97. Su C.T., Hsu H.H., and Tsai C.H. Knowledge mining from trained neural networks. Journal of Computer Information Systems 42 (2002) 61-70
98. Swift R.S. Accelarating customer relationships: Using CRM and relationship technologies. Upper saddle river (2001), Prentice Hall PTR, N.J.
99. Tam K.Y., and Kiang M.Y. Managerial applications of neural networks: The case of bank failure predictions. Management Science 38 (1992) 926-947
100. Teo T.S.H., Devadoss P., and Pan S.L. Towards a holistic perspective of customer relationship management implementation: A case study of the housing and development board, Singapore. Decision Support Systems 42 (2006) 1613-1627
101. Turban E., Aronson J.E., Liang T.P., and Sharda R. Decision support and business intelligence systems. Eighth ed. (2007), Pearson Education
102. Verdú S.V., Garci{dotless}́a M.O., Senabre C., Mari{dotless}́n A.G., and Franco F.J.G. Classification, filtering, and identification of electrical customer load patterns through the use of self-organizing maps. IEEE Transactions on Power Systems 21 (2006) 1672-1682
103. Verhoef P.C., and Donkers B. Predicting customer potential value an application in the insurance industry. Decision Support Systems 32 (2001) 189-199
104. Wang K., Zhou S., Yang Q., and Yeung J.M.S. Mining customer value: From association rules to direct marketing. Data Mining and Knowledge Discovery 11 (2005) 57-79
105. Wang Y.F., Chuang Y.L., Hsu M.H., and Keh H.C. A personalized recommender system for the cosmetic business. Expert Systems with Applications 26 (2004) 427-434
106. Wei C.P., and Chiu I.T. Turning telecommunications call details to churn prediction: A data mining approach. Expert Systems with Applications 23 (2002) 103-112
107. Woo J.Y., Bae S.M., and Park S.C. Visualization method for customer targeting using customer map. Expert Systems with Applications 28 (2005) 763-772
108. Wu C.H., Kao S.C., Su Y.Y., and Wu C.C. Targeting customers via discovery knowledge for the insurance industry. Expert Systems with Applications 29 (2005) 291-299
109. Yang Y., and Padmanabhan B. A hierarchical pattern-based clustering algorithm for grouping web transactions. IEEE Transaction on Knowledge and Data Engineering 17 (2005) 1300-1304
110. Yu J.X., Ou Y., Zhang C., and Zhang S. Identifying interesting visitors through web log classification. IEEE Intelligent Systems 20 (2005) 55-59
111. Zhang G., Hu M.Y., Patuwo B.E., and Indro D.C. Artificial neural networks in bankruptcy prediction: General framework and cross validation analysis. European Journal of Operational Research 116 (1999) 16-32