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Keeping Track of Customer Life Cycle to Build Customer Relationship

  • Sung Ho Ha
  • Sung Min Bae
Part of the Lecture Notes in Computer Science book series (LNCS, volume 4093)

Abstract

Using the CRM perspective to investigate customer behavior, this study differentiates between customers through customer segmentation, tracks customers’ shifts from segment to segment over time, discovers customer segment knowledge to build an individual transition path and a dominant transition path, and then predicts customer segments’ behavior patterns. Using real world data, this study evaluates the accuracy of derived customer knowledge. Concluding remarks discuss future research that can extend the work this study presents.

Keywords

Customer Relationship Management Transition Path Customer Segment Winning Neuron Loyal Customer 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer-Verlag Berlin Heidelberg 2006

Authors and Affiliations

  • Sung Ho Ha
    • 1
  • Sung Min Bae
    • 2
  1. 1.School of Business AdministrationKyungpook National UniversityBuk-guKorea
  2. 2.Department of Industrial & Management EngineeringHanbat National UniversityYusong-guKorea

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