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Customer relationship management and Web mining: the next frontier

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Abstract

After a decade of successful development of new Web mining technologies, it is a good time to examine novel promising areas that will advance Web mining over the next decade. This paper argues that CRM is such an area that can benefit from and contribute to further advancements of the Web mining research. This is the case because CRM is an underexplored field that has many open and interesting problems important to the industry and academia. This paper reviews some of the key aspects of CRM, describes certain problems and promising research directions in the field, and discusses how Web mining can contribute to solving these problems.

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Authors and Affiliations

  1. Stern School of Business, New York University, New York, NY, USA

    Alexander Tuzhilin

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  1. Alexander Tuzhilin
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Correspondence to Alexander Tuzhilin.

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Responsible editor: Myra Spiliopoulou, Bamshad Mobasher, Olfa Nasraoui, Osmar Zaiane.

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Tuzhilin, A. Customer relationship management and Web mining: the next frontier. Data Min Knowl Disc 24, 584–612 (2012). https://doi.org/10.1007/s10618-012-0256-z

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