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Neural Computing and Applications

, Volume 25, Issue 1, pp 123–134 | Cite as

Combining visual customer segmentation and response modeling

  • Zhiyuan Yao
  • Peter Sarlin
  • Tomas Eklund
  • Barbro Back
Original Article

Abstract

Customer relationship management is a central part of Business Intelligence, and sales campaigns are often used for improving customer relationships. This paper uses advanced analytics to explore customer behavior during sales campaigns. We provide a visual, data-driven and efficient framework for customer-segmentation and campaign-response modeling. First, the customers are grouped by purchasing behavior characteristics using a self-organizing map. To this behavioral segmentation model, we link segment-migration patterns using feature plane representations. This enables visual monitoring of the customer base and tracking customer behavior before and during sales campaigns. In addition to the general segment-migration patterns, this method provides the capability to drill down into each segment to visually explore the dynamics. The framework is applied to a department store chain with more than 1 million customers.

Keywords

Business Intelligence Customer relationship management (CRM) Visual analytics Customer segmentation Campaign-response modeling 

Notes

Acknowledgments

The financial support of the Academy of Finland (Grant Nos. 127656 and 127592) and the Foundation of Economic Education is gratefully acknowledged.

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Copyright information

© Springer-Verlag London 2013

Authors and Affiliations

  • Zhiyuan Yao
    • 1
  • Peter Sarlin
    • 1
  • Tomas Eklund
    • 1
  • Barbro Back
    • 1
  1. 1.Department of Information TechnologiesÅbo Akademi UniversityTurkuFinland

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