Application of data mining techniques in customer realationship management for an automobile company

Yee Chong Tang, Nur Hanani Azami, Norfaezah Osman

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Citation (Scopus)

Abstract

This work analyzes well-known DM techniques in Weka workbench, and reports the simulation results of applying four selected DM techniques and classifiers in the open source workbench to the Customer Relationship Management (CRM) problem in an automobile enterprise. It is proposed that data mining techniques to be used in aiding the salesperson and management of the enterprise for effective decision making. This approach was applied to 500 preprocessed records out of 2000 raw data sets for the past 5 years. Simulation results show that the large volume of customer historical data can play a value-added role for enterprise development in a way that the mined data helps them to study customer behavior so that personalized services can be provided. This paper also discusses the evaluation results of the four classifiers used in mining the customer data.

Original languageEnglish
Title of host publication2011 International Conference on Information Technology and Multimedia
Subtitle of host publication"Ubiquitous ICT for Sustainable and Green Living", ICIM 2011
DOIs
Publication statusPublished - 01 Dec 2011
Event2011 International Conference on Information Technology and Multimedia: "Ubiquitous ICT for Sustainable and Green Living", ICIM 2011 - Kajang, Malaysia
Duration: 14 Nov 201116 Nov 2011

Publication series

Name2011 International Conference on Information Technology and Multimedia: "Ubiquitous ICT for Sustainable and Green Living", ICIM 2011

Other

Other2011 International Conference on Information Technology and Multimedia: "Ubiquitous ICT for Sustainable and Green Living", ICIM 2011
CountryMalaysia
CityKajang
Period14/11/1116/11/11

    Fingerprint

All Science Journal Classification (ASJC) codes

  • Computer Graphics and Computer-Aided Design
  • Human-Computer Interaction
  • Information Systems
  • Software

Cite this

Tang, Y. C., Azami, N. H., & Osman, N. (2011). Application of data mining techniques in customer realationship management for an automobile company. In 2011 International Conference on Information Technology and Multimedia: "Ubiquitous ICT for Sustainable and Green Living", ICIM 2011 [6122754] (2011 International Conference on Information Technology and Multimedia: "Ubiquitous ICT for Sustainable and Green Living", ICIM 2011). https://doi.org/10.1109/ICIMU.2011.6122754