Visual Customer Relationship Management System that Supports Broadband Network E-Commerce

Tetsushi MORITA  Tetsuo HIDAKA  Tomohiko NAKAMURA  Morihide OINUMA  Yutaka HIRAKAWA  

IEICE TRANSACTIONS on Communications   Vol.E87-B   No.7   pp.1789-1796
Publication Date: 2004/07/01
Online ISSN: 
Print ISSN: 0916-8516
Type of Manuscript: Special Section PAPER (Special Section on Next Generation Networks Software)
Category: Network Application
software-based services for optical network,  E-commerce,  customer relationship management,  broadband network service,  

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Recently, broadband access is widely spreading, and many broadband network E-commerce services are planned and developed. This article proposes a broadband online shop where a videoconferencing system is used to enable direct, face-to-face communication. It is important for a broadband online shop to understand what preference their customers want in order to provide them with more appropriate information. By using customer preferences, a salesclerk can have a serviceable conversation with few questions to his online customers. So, we are developing a visual Customer Relationship Management system (v-CRM system) that offers customer preferences to broadband network service such as broadband online shop. In this paper, we classify customer preferences, and describe three visualization methods that enable customer preferences to be intuitively understood quickly. We outline the v-CRM evaluation system and describe an experiment where we evaluated how accurately customer preferences can be recognized using these methods. The results show that v-CRM system is effective for understanding customer preferences.