دانلود مقاله ISI انگلیسی شماره 866
ترجمه فارسی عنوان مقاله

امکان مدیریت ارتباط با مشتری در خدمات ISP از طریق استفاده از الگوهای استخراجی

عنوان انگلیسی
Enabling customer relationship management in ISP services through mining usage patterns
کد مقاله سال انتشار تعداد صفحات مقاله انگلیسی
866 2006 12 صفحه PDF
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Expert Systems with Applications, Volume 30, Issue 4, May 2006, Pages 621–632

ترجمه کلمات کلیدی
مدیریت ارتباط با مشتری - ارائه دهنده خدمات اینترنت - قوانین دانش مشتری - استخراج داده ها بصری - القاء ویژگی گرا
کلمات کلیدی انگلیسی
پیش نمایش مقاله
پیش نمایش مقاله  امکان مدیریت ارتباط با مشتری در خدمات ISP از طریق استفاده از الگوهای استخراجی

The monopoly of state ownership of telecommunication industry in Taiwan was lifted in 1997. In choosing an ISP, pricing was and still is a main differentiating factor in the mind of customers; however, service quality has emerged as a major concern among users lately. Management of ISP has discovered that service quality is important not only for attracting new customers, but, more importantly, for retaining existing customers who may otherwise be lured away by lower fees. Hence, it is essential to develop a CRM system, which could help keeping existing customers and exploring further business opportunities at the same time. In this study, we, based on the IP traffic data, developed a CRM systematic approach for a major ISP company in Taiwan to enhance customers' longer-term loyalty. This approach employs CRISP-DM methodology, and applies Attribute-Oriented Induction as the mining technique to discover network usage behaviors of customers, which help management identify usage pattern and also pinpoint the time when usage is excessively heavy. The former allows management to make effective personal calls for services or maintenance, and the latter presents opportunities for management to offer personalized cares and advanced products. Pixel-oriented visualization is applied to improve the understanding of mining results.