Factors Affecting Design Decisions for Customer Relationship Management Data Warehouses

Factors Affecting Design Decisions for Customer Relationship Management Data Warehouses

Colleen Cunningham (Drexel University, USA) and Il-Yeol Song (Drexel University, USA)
DOI: 10.4018/978-1-59904-289-3.ch006
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Abstract

Customer relationship management (CRM) is a strategy that integrates concepts of knowledge management, data mining, and data warehousing in order to support an organization’s decision-making process to retain long-term and profitable relationships with its customers. Key factors for successfully implementing CRM (e.g., data quality issues, organizational readiness, customer strategies, selection of appropriate KPIs, and the design of the data warehouse model) are discussed with the main thrust of the chapter focusing on CRM analyses and the impact of those analyses on CRM data warehousing design decisions. This chapter then presents a robust multidimensional starter model that supports CRM analyses. Additional research contributions include the introduction of two new measures, percent success ratio and CRM suitability ratio by which CRM models can be evaluated, the identification/ classification of CRM queries, and a preliminary heuristic for designing data warehouses to support CRM analyses.

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Table of Contents
Chapter 1
Mauri Leppänen
This chapter presents an ISD ontology, which aims to provide an integrated conceptualization of ISD through anchoring it upon a contextual approach.... Sample PDF
Towards an Ontology for Information Systems Development—A Contextual Approach
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Chapter 2
Raimundas Matulevicius, Patrick Heymans, Andreas L. Opdahl
Goal modeling is emerging as a central requirements engineering (RE) technique. Unfortunately, current goal-oriented languages are not interoperable... Sample PDF
Ontological Analysis of KAOS using Separation of References
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Chapter 3
Sergio Luján-Mora, Juan Trujillo
In previous work, we have shown how to use unified modeling language (UML) as the primary representation mechanism to model conceptual design... Sample PDF
Applying UML for Modeling the Physical Design of Data Warehouses
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Chapter 4
Wil M.P. van der Aalst, Mariska Netjes, Hajo A. Reijers
Business process management (BPM) systems provide a broad range of facilities to enact and manage operational business processes. Ideally, these... Sample PDF
Supporting the Full BPM Life-Cycle Using Process Mining and Intelligent Redesign
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Chapter 5
Pedro Nuno San-Bento Furtado
Some businesses generate giga or even terabytes of historical data that can be organized and analyzed for better decision making. This poses issues... Sample PDF
Efficient Placement and Processing in Shared-Nothing Data Warehouses
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Chapter 6
Colleen Cunningham, Il-Yeol Song
Customer relationship management (CRM) is a strategy that integrates concepts of knowledge management, data mining, and data warehousing in order to... Sample PDF
Factors Affecting Design Decisions for Customer Relationship Management Data Warehouses
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Chapter 7
Xuepeng Yin, Torben Bach Pedersen
In today’s OLAP systems, physically integrating fast-changing data, for example, stock quotes, into a cube is complex and time-consuming. This data... Sample PDF
Effective Processing of XML-Extended OLAP Queries Based on a Physical Algebra
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Chapter 8
Keng Siau, John Erickson, Lih Yunn Lee
An on-going and major problem faced by information systems developers and business users alike is reaching a clear and consensual understanding of... Sample PDF
Is There a Difference Between the Theoretical and Practical Complexity of UML?
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Chapter 9
Jeretta Horn Nord, G. Daryl Nord, Hongjiang Xu, Elizabeth S. Myrin
This chapter presents results from a large-scale survey of Australian CPA members regarding data quality. The research investigates and reports... Sample PDF
Data Quality: An Assessment
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Chapter 10
Nenad Jukic, Svetlozar Nestorov, Susan V. Vrbsky, Allen Parrish
In this chapter, we extend the multi-level secure (MLS) data model to include nonkey related cover stories so that key attributes can have different... Sample PDF
Cover Stories for Key Attributes—Expanded Database Access Control
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About the Contributors