In the paper a formal content model for the financial services industry as an example of one of the most important eServices industries is presented. Generally, a financial services firm can provide its customers with a great variety and quantity of self-produced and externally bought content. However, the challenge is to offer information about the proper subject, at the appropriate sophistica...

Most quality and cost models use defect density to represent software quality. Customer’s quality expectations are not typically based on size and complexity of the product they buy and their satisfaction can be influenced substantially by other product attributes that are not typically mapped to defects (e.g. Ease of installation and use, timely support, etc.). Consequently, new ways to measur...

Customer Segmentation is the process of grouping the customers based on their purchase habit. Data mining is useful in finding knowledge from huge amounts of data. The clustering techniques in data mining can be used for the customer segmentation process so that it clusters the customers in such a way that the customers in one group behave similar when compared to the customers in the other gro...

Excerpt] The purpose of this chapter is to present a model that integrates customer preferences and service design. In response to the need for interdisciplinary service management research, we present a framework that specifies the key elements of an integrated market utility-based model (MUM) and a method for determining optimal service designs based on customer needs and preferences. We also...

Communication services are currently confronted with large changes due to the price erosion of services and entering new service providers. The gap is filled with different services that are hoped to be successful in the near future. The problem, however, is that firms do not necessarily know what their customers value. One solution to the problem is building a customer value model. This paper ...

Customer churn means the loss of existing customers to a competitor. Accurately predicting customer behavior may help firms to minimize this loss by proactively building a lasting relationship with their customers. In this paper, the application of the factor analysis and the Variable Consistency Dominance-based Rough Set Approach (VC-DRSA) in the customer relationship management (CRM) of the a...

Strides in information technology and improvements in networking technology have set the pace for rapid growth in new applications of electronic commerce in a variety of settings. Business to business (B2B), business to customer (B2C), customer to business (C2B), and customer to customer (C2C) have become prevalent business channels and have reshaped the ways that business transactions are cond...

In this paper, a prototype system that focuses on affective design perspective for iterative product concept development is proposed and described. The prototype system, which emphasizes the solicitation of affective factors from both customers and designers, employs a sorting technique, i.e. picture sorts, for acquiring customer affect and a hierarchical structure for representing affective cr...

What will your customer do next? Customers behave differently; they are not all average. Can you simultaneously meet your customers’ needs and improve profitability? You can by communicating and providing better offers to customers based on their behavior and demographics. Segmentation gives you the ability to group customers in many ways: 1) Business rules; 2) Supervised clustering – decision ...

The paper presents a novel approach for customer segmentation which is the basic issue for an effective CRM ( Customer Relationship Management ). Firstly, the chi-square statistical analysis is applied to choose set of attributes and K-means algorithm is employed to quantize the value of each attribute. Then DBSCAN algorithm based on density is introduced to classify the customers into three gr...