Customer Relationship Management Using Clustering And Classification Technique
Journal Title: IOSR Journals (IOSR Journal of Computer Engineering) - Year 2018, Vol 20, Issue 5
Abstract
CRM (Customer Relationship Management) is a method and tool that helps organizations to maintain customer relationships in a structured manner. It can help to choose the right people or decide on new products that their customers might be interested in. Customer satisfaction plays an important role in any organization to maintain CRM. The main aim of this research is to improve CRM of an organization with cluster analysis. Similarity index has been used to determine the relationship between customers. On the basis of similarity index values, K-mean clustering approach has been used to form groups of various customers on the basis of their interest. After, clustering approach, classification technique such as SVM (Support vector machine) is used to provide the data as per customers need. To determine the efficiency of the proposed model, different parameters such as precision, recall, and F-measure have been measured.
Authors and Affiliations
Apurva Sharma, Dr. Harmaninder Jit Singh Sidhu
Keywords
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- EP ID EP402124
- DOI 10.9790/0661-2005026772.
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