A Big-Data Based Customer Relationship Management Model in Customer-to-Business E-Business

摘要

Recent companies should pay significant attention to customer requirements so as to rapidly respond to market needs and changes. C2B is the reverse model of the traditional Business-to-Customer e-commerce strategy which enables consumers to name products or services such that the organization can generate the demand collection for a specific good or service. Customer relationship management (CRM) combines people, processes and technology to understand customer requirements. This project proposes a big-data based customer relationship management (CRM) model in customer-to-business (C2B) e-commerce. This conceptual big-data based CRM model types the big-data based information technology strategy perspectives to the CRM perspectives in C2B e-commerce for scale, scope, speed and agile e-business. Additionally, case based reasoning (CBR) is introduced in this model for logic predicate and propositional logic, which contributes to the likelihood and preferences calculation of new proposed products or services. Percentage calculation, Chi-square testing and correlation calculation algorithms are introduced for performance evaluation of this model.