Profitability analysis is a tool which enables the users to evaluate company’s performance. Customer profitability analysis idea is to figure out the customer service activities and cost drivers to determine the profitability of each customer or group of customers. The use of customer profitability analysis appears as a powerful tool to allow management to consider the cost and profit from a cu...

The ability to capture customer needs and to tailor the provided solutions accordingly, also defined as customer intimacy, has become a significant success factor in the B2B space in particular for increasingly "servitizing" businesses. Providers aim at achieving competitive advantages, such as cross-selling and customization by leveraging customer relationships and customer knowledge. However,...

Customer service support has become an integral part of many multinational manufacturing companies which produce insertion and surface mount machines in the electronics industry. With the recent advancement of the Semantic Web, many attempts have been made to provide customer support over the Semantic Web environment. Ontology is the major factor to represent knowledge on the Semantic Web. Ther...

The paper seeks to identify Starbuck's experience in using social media, understand how social media is linked to customer knowledge management, and assess how social media services could have contributed to Starbucks success. Starbucks demonstrates versatility to engage customers and support different part of customer knowledge management strategy through various social media platforms, such a...

Brand community interactions and online customer support have become major platforms of brand sentiment strengthening and loyalty creation. Rapid brand responses to each customer request though inbound tweets in twitter and taking proper actions to cover the needs of customers are the key elements of positive brand sentiment creation and product or service initiative management in the realm of ...

Software and other technical products offered to a mass market have a high demand on support and help desks. A tool for automated classification of incident reports, errors and other customer requests which offers previous (successful) hints or solution procedures could efficiently decrease support costs. We propose an approach to mining incidents and other customer requests for support based o...

The SIGNAL insurance companies have developed an expert system for the support of its customer sales service. It was introduced at the end of 1993 and is currently used by approximately 500 customer service representatives. It involves a counseling system, which enables customer sales personnel to produce high-quality benefit analyses at the point of sale. It is not only an information system f...

In today’s competitive climate, customer relationship management (CRM) has become an essential component in airline business strategies. CRM in the airline industry would be based on analyzing customer data in order to understand preferences and behavior. In this paper, we apply data mining techniques to real airline frequent flyer data in order to derive CRM recommendations and strategies. Clu...

The banking industry is under pressure. In order to compete, banks should adapt to concentrating on the specific customer needs, following an outside-in perspective. This paper presents the design of a business model for banks that considers this development by providing flexible and comprehensive support for retail banking clients. It is demonstrated that the identification of customer process...

This paper contains a condensed summary of the results of the CBR methodology work package of the ESPRIT Trial Application Project APPLICUS. This project dealt with the introduction of a case-based external help-desk system in a robot maintenance domain. Due to the restricted length of the paper the focus is mainly set on topics that are regarded to represent new insights and valuable progress ...