CFP

PAKDD 2002 Workshop "Workshop on Mining Data Across Multiple Customer Touchpoints for CRM" (MDCRM02)

Taipei, Taiwan
May 6, 2002

Submission deadline: Jan. 28th, 2002 http://www.mis.nsysu.edu.tw/~syhwang/mdcrm.htm

Workshop Theme

The Web presents a key driving force in the rapid growth of electronic commerce and a new channel for content providers. Rich web logs provide companies with data about their customers and prospective customers, allowing micro-segmentation and personalized interactions. Customer acquisition costs in the hundreds of dollars per customer are common, justifying heavy emphasis on correct targeting. Once customers are acquired, customer retention becomes the target. Retention through customer satisfaction and loyalty can be greatly improved by acquiring and exploiting knowledge about these customers and their needs.

Although web logs are the source for valuable knowledge patterns, one should keep in mind that the Web is only one of the interaction channels among a company and its customers. Data obtained from conventional channels provide invaluable knowledge on existing market segments, while mobile communication adds further customer groups. In response, companies are beginning to integrate multiple sources of data including web, wireless, call centers, and brick-and-mortar store data into a single data warehouse that provides a multifaceted view of their customers, their preferences, interests and expectations.

This workshop aims to bring together practitioners of web-commerce, wap-commerce, call centers, and brick-and-mortar stores with tool vendors and data mining researchers in order to foster the exchange of ideas and the dissemination of emerging solutions related to customer interactions across multiple touchpoints and to the customer retention and acquisition policies that can be derived from the analysis of these interactions.

San-Yih Hwang Associate Professor Department of Information Management National Sun Yat-sen U. Kaohsiung, Taiwan 80424 Kaohsiung, 80424 Taiwan