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Titolo:
Measuring the impact of data mining on churn management
Autore:
Lejeune, MAPM;
Indirizzi:
Rutgers State Univ, Sch Management, Newark, NJ 07102 USA Rutgers State Univ Newark NJ USA 07102 h Management, Newark, NJ 07102 USA
Titolo Testata:
INTERNET RESEARCH-ELECTRONIC NETWORKING APPLICATIONS AND POLICY
fascicolo: 5, volume: 11, anno: 2001,
pagine: 375 - 387
SICI:
1066-2243(2001)11:5<375:MTIODM>2.0.ZU;2-T
Fonte:
ISI
Lingua:
ENG
Soggetto:
COMPLEXITY;
Keywords:
data collection; electronic commerce; customer care; sensitivity analysis; customer loyalty;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Engineering, Computing & Technology
--discip_EC--
Citazioni:
34
Recensione:
Indirizzi per estratti:
Indirizzo: Lejeune, MAPM Rutgers State Univ, Sch Management, Newark, NJ 07102 USA Rutgers State Univ Newark NJ USA 07102 Newark, NJ 07102 USA
Citazione:
M.A.P.M. Lejeune, "Measuring the impact of data mining on churn management", INTERNET R, 11(5), 2001, pp. 375-387

Abstract

Chum management is a fundamental concern for businesses and the emergence of the digital economy has made the problem even more acute. Companies' initiatives to handle churn and customers' profitability issues have been directed to more customer-oriented strategies. In this paper, we present a customer relationship management framework based on the integration of the electronic channel. This framework is constituted of four tools that should provide, an appropriate collection, treatment and analysis of data. From this perspective, we pay special attention to some of the latest data mining developments which, we believe, are destined to play a central role in churn management. Relying on sensitivity analysis, we propose an analysis framework able to prefigure the possible impact induced by the ongoing data mining enhancements on churn management and on the decision-making process.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 24/01/20 alle ore 12:17:54