CS651

CS651 | Web Systems

CRM: Customer Relationship management

Some Features of CRM include

sales tracking
customer tracking
technolies: log-file analysis, data mining and cookings.

Data Mining

analyze information collected from visitors
uses algorithms and statistics to find patterns in data gatherd from customer visits.
can be used to infer a "behavior" of customer.
Patterns can be used to tell you how to improve your site, what is of interest, how to design or market.
(a few) Companies with CRM services and products; www.egain.com, www.oracle.com (siebel )
Many portal collect infomation about users to tune advertisements, etc.

Log-file Analysis

used to keep track of visitors, like visitors location, IP address, time of visit, frequency of visits.
May use Cookies to provide this infomation.
Some solutions available or can program yourself. www.webtrends.com

Customer Registration

Ask customer or require to register.
Will get details like email,etc that can use in marketing.

Personalization

Here offer user personalization service, like customize website, greetings, setting up the look of their port (myYahoo.com)