Business Performance Management System for CRM and Sales Execution

Markus Ettl · Bianca Zadrozny · Pawan Chowdhary · Naoki Abe

8 citations0/0 files storedInternational Workshop on Database and Expert Systems Applications (DEXA)

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Customer churn and segmentation Big Data and Business Intelligence Corporate Governance and Management

Abstract

In 2004 the IBM Telesales organization launched a new customer segmentation process to improve profits, revenue growth and customer satisfaction. The challenges were to automatically monitor customer segment status to ensure results are in line with segment targets, and to automatically generate high-quality predictive analytical models to improve customer segmentation rules and management over time. This paper describes a software solution that combines business performance management with data mining techniques to provide a powerful combination of performance monitoring and proactive customer management in support of the new telesales business processes.

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2000Adaptive enterprise creating and leading sense-and-respond organizations 2001The Crm Handbook: A Business Guide to Customer Relationship Management 2000Adaptive Enterprise — Creating and Leading Sense-and-Respond Organizations 2001Segmentation-based modeling for advanced targeted marketing 2005A technical framework for sense-and-respond business management

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