Utilization of case-based reasoning and data-warehouse towards robust CRM support.

摘要

When there is no difference in the quality of products and services offered adopting customer relationship management policy would be the key differentiator. Undertaking CRM as a leading-edge technology enables organizations to run and keep front position in the market. But you should be able to walk before you can run. Hence, organization's stamina should be developed first to enable organizations to walk before running via adopting the CRM technology. Though, organizations first need to develop the infrastructure that support embracing other new technologies.; Developing infrastructure can be viewed from different perspectives; the research will be investigating the area of boosting customer relationship management using case-based reasoning and data warehouse, and exhibiting how different technologies act in a synergetic way for getting robust CRM.; There is a consensus on the effect of data-warehouse systems to getting closer to the details of the customer, which in turn, enrich the data repository and prepare it for analysis later on.; The research presents a new area of data-warehouse designing approach, on which getting more intimate to the customer, and hence, various analytical tools can be used to analyze more details.; The thesis explores the basic concepts of case-based reasoning starting from reasoning in artificial intelligence in general, its relation with data-mining as a classification technique, the main phases of CBR process, and how it can best serve a CRM strategy.; Finally, the thesis presents a case study concerns the applicant screening as an illustration. It is obvious that undertaking seriously the educational process is very important for growing the nations. As the educational process involves several stages, one of which is the assessment stage, though; the research introduces applying data warehouses and case-based reasoning on candidates' data to secure the process of generating an excellent quality of calibers in engineering, medicine, economy, and other various fields.