Analytics And Intelligent Systems

NUS ISS AIS Practice Group

An American Improving Academic Customer Library Relations with Social Listening: A Case Study of an American Academic Library — June 7, 2017

An American Improving Academic Customer Library Relations with Social Listening: A Case Study of an American Academic Library

ABSTRACT
Strategic social media plays a crucial role in contemporary customer relationship management (CRM); however, the best practices for social CRM are still being discovered and established. The ever-changing nature of social media challenges the ability to establish benchmarks; nonetheless, this article captures and shares actions, insights, and experiences of using social media for CRM. This case study examines how an academic library at a mid-size American university located in northeast Florida uses social media to engage in social listening and to enhance CRM. In particular, the social listening practices of this library are highlighted in relation to how they influence and potentially improve CRM. By exploring the practices of this single institution, attempts are made to better understand how academic libraries engage with customers using social media as a CRM tool and ideas for future research in the realm of social media and CRM practices are discussed.
Keywords:
Academic Library, Customer Relationship Management, Facebook, Hashtags, Instagram, Library Customers, Social CRM, Social Media, Strategic Social Listening, Thomas G. Carpenter Library, Twitter

JOURNAL

SOURCE: http://www.igi-global.com.libproxy1.nus.edu.sg/gateway/article/172050

SUBMITTED BY:  Ding Renzhi A0163220X, Gu Zhuyi A0163219H

                                  Ma Min A0163305N, Gao Ruofei A0163436E

                                  Zheng Weiyu A0163412R

CUSTOMER SEGMENTATION AND STRATEGY DEVELOPMENT BASED ON CUSTOMER LIFETIME VALUE: CASE STUDY ON A WIRELESS COMPANY — June 6, 2017
Managing Customer Loyalty through Acquisition, Retention and Experience Efforts: An Empirical Study on Service Consumers in India — June 5, 2017

Managing Customer Loyalty through Acquisition, Retention and Experience Efforts: An Empirical Study on Service Consumers in India

Recent developments in the marketing literature highlight the significance of consumer relationship management (CRM) in driving consumer loyalty (CL). In order to provide a clear understanding of the impact of CRM on CL, this study develops an integrated framework of CRM activities: Acquisition, retention, and experience to manage Customer Loyalty through direct and indirect approaches (with the mediation of satisfaction, trust, and commitment). The article utilizes a survey-based empirical study of 600 consumers from three service sectors (health, retail, and wellness). The findings of the study suggest that a firm that pays more attention to manage consumer experiences would be significantly benefited from the implementation of CRM programs. Consumer experience efforts have the positive impact on CL through commitment in all three sectors. Service manager should have clarity and consciousness that consumers are not looking for just traditional CRM benefits such as value proportion, reward points and so on but specifically seek for a pleasant experience of various touchpoints. Various frameworks of acquisition of CRM activities to manage Customer Loyalty has been analyzed.

Key Words:
Consumer loyalty, Consumer relationship management, Consumer experience management, Satisfaction, Trust, Commitment

Managing customer Loyalty

Source : Managing Consumer Loyalty through Acquisition, Retention and Experience Efforts: An Empirical Study on Service Consumers in India

Submitted by TEAM MARS

  1. Mutharasan Anbarasan(A0163257A)
  2. Raghavan Kalyanasundaram(A0163316L)
  3. Saravanan Kalastha Sekar(A0163309H)
  4. Seshan Sridharan(A0148476R)
  5. Sindhu Rumesh Kumar(A0163342M)
Customer Churn Prediction in the Telecommunications Sector Using Rough Set Approach —

Customer Churn Prediction in the Telecommunications Sector Using Rough Set Approach

This study aims to develop an improved customer churn prediction technique, as high customer churn rates have caused an increase in the cost of customer acquisition. This technique will be developed through identifying the most suitable rule extraction algorithm to extract practical rules from hidden patterns in the telecommunications sector.

Screen Shot 2017-06-05 at 7.02.06 PM

Submitted by:
Arun Kumar Balasubramanian
Devi Vijayakumar
Sunil Prakash
Gaelan Gu
Sambit Kumar Panigrahi

Recurrent Neural Networks for Customer Purchase Prediction on Twitter —

Recurrent Neural Networks for Customer Purchase Prediction on Twitter

Objective: To identify whether a user will buy a product based on their sequential tweets and to improve the prediction of customer purchase. It is also to eliminate the non-buyers based on tweets.

Capture.PNG

Source: Recurrent Neural Networks For Customer Purchase Prediction on Twitter

Submitted By: Ashok Kuruvilla Eapen, Abhilasha Kumari, Pranav Agarwal, Navneet Goswami and Rohit Pattnaik

Objective
This Study was done to understand the impact of culture to win back defected customers. This study was conducted on college age consumers in America and China. This segment of consumers are target consumers of many technology and personal services.
Hypotheses
H1: Chinese customers, when compared to American customers, will be more influenced by WOW offer when deciding on switching back to original provider
H2: Chinese Customers will be more influenced by relative social capital when deciding on switching back
H3: Chinese Customers will be less influenced by their post-switching regret when decide to switch back

ChineseCulture

 Source: https://faculty.unlv.edu/gnaylor/JCSDCB/Volume25/Liu_etal.pdf”>

CONSIDERING CULTURE TO WIN BACK LOST CUSTOMERS: COMPARING CHINESE AND AMERICAN CONSUMERS
Submitted by:
Muni Ranjan<A0163382E>, Pradeep Kumar<A0163453H>, Anusuya Manickavasagam<A0163300Y>, Khine Zin Win<A0163222U>

LINEAR MODELLING AND OPTIMIZATION TO EVALUATE CUSTOMER SATISFACTION AND LOYALTY —

LINEAR MODELLING AND OPTIMIZATION TO EVALUATE CUSTOMER SATISFACTION AND LOYALTY

Journal Summarization for Customer Relationship Management (EB5203) Assignment

In this study, a conceptual framework is postulated to mathematically evaluate and ascertain the hypothesised relationship that perceived value and interactivity has with customer dissatisfaction issues. Then, the relationship between customer satisfaction issues and loyalty and customer acquisition, will be tested to enhance customer satisfaction and loyalty.

Screenshot 2017-06-05 13.27.20

Team Members:-

Prashant Jain, Praveen Tiwari, Kavya AK, Praman Shukla

Analyzing the Effectiveness of Customer Retention Strategies with Existing Customers in Banking Industry — June 3, 2017

Analyzing the Effectiveness of Customer Retention Strategies with Existing Customers in Banking Industry

The rationale of this study is to find out the effectiveness of customer retention strategies from the perspective of the existing customers of a bank in Dehradun(India). The study indicated age, gender and income of existing customers are statistically insignificant in customer retention, and education background is statistically significant.

From the Factor Analysis, the existing customer retention strategies can be factorized in to three principal components: value added services, convenience and business development. The multiple regression analysis indicated the effectiveness of retention strategies is dependent on the three customer retention strategies’ factors derived from factor analysis.

2

Please click here for Journal.

Team members:
Low Kang Jiang | Narasimhan Balasubramanian | Nie Bixuan | Tan Hui Keng | Qin Si
Customer Acquisition and Retention Spending: An Analytical Model and Empirical Investigation in Wireless Telecommunications Markets —

Customer Acquisition and Retention Spending: An Analytical Model and Empirical Investigation in Wireless Telecommunications Markets

Slide1

Journal Summary for Customer Relationship Management (EB5203) Assignment by Min, Sungwook, et al. The Journal modeled Acquisition and Retention Costs in the Telecommunication industry based on 3 factors: market leader, number of competing firms, and market penetration.

Team Members: Lynette Seow Hui Xin, Meng Yang, Raghavendra Shanthappa, Stella Ellyanti

Modeling Partial Customer Churn: On the Value of First Product-category Purchase Sequences —