IJBTT

Survey on CRM Analytics in Telecommunication Industry

	International Journal of Computer Trends and Technology (IJCTT)
	© 2017 by IJCTT Journal
	Volume-45 Number-1
	Year of Publication : 2017
	Authors : Lewlisa Saha, Laxman Sahoo, Sanjib Kumar Routray
	DOI :  10.14445/22312803/IJCTT-V45P104

Lewlisa Saha, Laxman Sahoo, Sanjib Kumar Routray "Survey on CRM Analytics in Telecommunication Industry". International Journal of Computer Trends and Technology (IJCTT) V45(1):21-27, March 2017. ISSN:2231-2803. www.ijcttjournal.org. Published by Seventh Sense Research Group.

Abstract -
The goal of data analytics is uncovering fruitful information and decision making from very large data sets in respect to various applications, which can redefine and improve customer relationships. With the increasing need of customizing every product and services the concept of Customer Relationship Management has been introduced. CRM is practiced in business by detecting patterns in customer data. Telecommunication sector is most well known and important to be dealing with customer interests than anyone else since they are well aware of their customers and can efficiently keep record of their customers’ actions. As the colossal volume of data produced by telecommunication companies cannot be evaluated manually, varied data analytics approaches are needed to be applied. Data analytics assists a business grasp its customers in a much superior way. In this paper we will make a survey on the concept of CRM and the use of data analytics in it.

References
[1] K. Rababah, H. Mohd, and H. Ibrahim, “Customer Relationship Management (CRM) Processes from Theory to Practice: The Pre-implementation Plan of CRM System”, International Journal of e-Education, e-Business, e- Management and e-Learning, Vol. 1, No. 1, April 2011.
[2] J. Han, M. Kamber, and J. Pei, Data Mining Concepts and Techniques, Morgan Kaufmann, 3rd Edition, 2014.
[3] S. Mujawar, and A. Joshi, “Data Analytics Types, Tools and their Comparison”, IJARCCE, Vol. 4, Issue 2, Page 488-491, February 2015.
[4] M. Kasthuri,V. Shanthi, and E. Manigandan, “Customizing Clustering algorithm for Data mining in CRM”, IRACST - International Journal of Computer Science and Information Technology & Security (IJCSITS), ISSN: 2249-9555 Vol.6, No.2, Mar- April 2016.
[5] R. U. Maheshwari, S. S. Mahesan, Tamilarasan, and A. K. Subramani, “Role of Data Mining in CRM”, International Journal of Engineering Research, Vol. 3, Issue 2, pp: 75-78, February 2014.
[6] G. K. Amoako, E. Arthur, C. Bandoh, and R. K. Katah, “The impact of effective customer relationship management (CRM) on repurchase: A case study of (GOLDEN TULIP) hotel (ACCRA-GHANA)”, African Journal of Marketing Management, Vol. 4(1), pp. 17-29, January 2012.
[7] V. Haridasan, and S. Venkatesh, “CRM Implementation in Indian Telecom Industry- Evaluating the Effectiveness of Mobile Service Providers Using Data Envelopment Analysis”, IJBRM, Vol. 2, Issue 3, Page 110- 127, 2011.
[8] D. Carmilovic, “Data Mining and CRM in Telecommunications”, Serbian Journal of Management 3 (1) (2008) 61-72.
[9] B. Milovic, “Application of Customer Relationship Management Strategy (CRM) in Different Business Areas”. Economics and Organization Vol. 9, N0 3, 2012, pp. 341- 354, 2012.
[10] N. Kamalraj, and A. Malathi, “Apply Data Mining Techniques in Telecom Churn Prediction”, International Journal of Advanced Research in Computer Science and Software Engineering, ISSN: 2277 128X, Volume- 3, Issue- 10, Page- 363-370, 2013.
[11] K. Dahiya, and S. Bhatia, “Customer Churn Analysis in Telecom Industry”, IEEE, 978-1-4673-7231-2, 2015.
[12] S. K. Routray, S. Mishra, and L. Sahoo, “Adaptation of Fast Modified Frequent Pattern Growth approach for frequent item sets mining in Telecommunication Industry”, American Journal of Engineering Research (AJER), Volume-4, Issue-12, pp- 126-133, 2015.
[13] Gary M. Weiss, “Data Mining in Telecommunications”, Springer, Print ISBN 978-0-387-24435-8, 2005.
[14] M. Nadaf, and V. Kadam, “Data Mining in Telecommunication”, International Journal on Advanced Computer Theory and Engineering (IJACTE), ISSN (Print) : 2319 – 2526, Volume-2, Issue-3, 2013.
[15] C. S. Hilas, P. A. Mastorocostas, and I. T. Rekanos, “Clustering of Telecommunications User Profiles for Fraud Detection and Security Enhancement in Large Corporate Networks: A case Study”, Appl. Math. Inf. Sci. 9, No. 4, 1709-1718, 2015.
[16] G. Nagarajan, R. I. Minu, V. Vedanarayanan, S. D. Sundersingh Jebaseelan, and K. Vasanth, “CIMTELMining Algorithm for Big Data in Telecommunication”, G.Nagarajan et al. / International Journal of Engineering and Technology (IJET), Vol 7, No 5, Page 1709- 1715, Oct-Nov 2015.
[17] T. ZHANG, X. HUANG, J. TANG, X. LUO, “Case Study on Cluster Analysis of The Telecom Customers Based on Consumers? Behavior”, IEEE, 978-1-61284-449-7/11, 2011.
[18] H. I. Arumawadu, R. M. K. T. Rathnayaka, and S. K. Illangarathne, “Mining Profitability of Telecommunication Customers Using K-Means Clustering”, Journal of Data Analysis and Information Processing, 3, 63-71, August 2015.
[19] M. Chopra, “Analysis of Clustering Technique for CRM”, I.J.E.M.S., Vol. 3(3) 2012.
[20] A. Bascacov, C. Cernazanu, and M. Marcu, “Using Data Mining for Mobile Communication Clustering and Characterization”, IEEE, 978-1-4673-6400-3/13, 2013.

Keywords
Data Science, Data Analytics, CRM, Clustering, Pattern Recognition, Pattern Proximity Measure, Kohonen Clustering, Spectral Clustering, K-means, Telecommunication Industry, Data Abstraction.