Tuning of Customer Relationship Management (CRM) via Customer Experience Management (CEM) using Sentiment Analysis on Aspects Level
Journal Title: International Journal of Advanced Computer Science & Applications - Year 2018, Vol 9, Issue 5
Abstract
This study proposes a framework that combines a supervised machine learning and a semantic orientation approach to tune Customer Relationship Management (CRM) via Customer Experience Management (CEM). The framework extracts data from social media first and then integrates CRM and CEM by tuning and optimising CRM to reflect the needs and expectations of users on social media. In other words, in order to reduce the gap between the users’ predicted opinions in CRM and their opinions on social media, the existing data from CEM will be applied to determine the similar behavioural patterns of customers towards similar outcomes within CRM. CRM data and extracted data from social media will be consolidated by the unsupervised data mining method (association). The framework will lead to a quantitative approach to uncover relationships between the extracted data from social media and the CRM data. The results show that changing some aspects of the e-learning criteria that were required by students in their social media posts can help to enhance the classification accuracy in the learning management system (LMS) data and to understand more students’ studying statuses. Furthermore, the results show matching between students’ opinions in CRM and CEM, especially in the negative and neutral classes.
Authors and Affiliations
Hamed AL-Rubaiee, Khalid Alomar, Renxi Qiu, Dayou Li
Keywords
Related Articles
- EP ID EP316856
- DOI 10.14569/IJACSA.2018.090540
- Views 97
- Downloads 0
Proposed Bilingual Model for Right to Left Language Applications
Using right to left languages (RLL) in software programming requires switching the direction of many components in the interface. Preserving the original interface layout and only changing the language may result in diff...
A Novel Energy Efficient Mobility Aware MAC Protocol for Wireless Sensor Networks
Dealing with mobility at the link layer in an efficient and effective way is a formidable challenge in Wireless Sensor Networks due to recent boom in mobile applications and complex network scenarios. Most of the current...
A Fuzzy Rule Based Forensic Analysis of DDoS Attack in MANET
Mobile Ad Hoc Network (MANET) is a mobile distributed wireless networks. In MANET each node are self capable that support routing functionality in an ad hoc scenario, forwarding of data or exchange of topology informatio...
Video Summarization: Survey on Event Detection and Summarization in Soccer Videos
In today's world, the rapid development of digital video and editing technology has led to fast growing of video data, creating the need for effective and advanced techniques for analysis and video retrieval, as multimed...
A Trapezoidal Cross-Section Stacked Gate FinFET with Gate Extension for Improved Gate Control
An improved trapezoidal pile gate bulk FinFET device is implemented with an extension in the gate for enhancing the performance. The novelty in the design is trapezoidal cross-section FinFET with stacked metal gate along...