International Journal of Advanced Innovative Technology in Engineering (IJAITE)

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Survey on Customer Relationship Management (CRM)

PROF. HIRKANI PADWAD, PIYUSH SAWALKAR, SAURABH SHIRKE,KRISHNAKUMAR HATELE,HEENA PATHAN,SARANG HULKE

Abstract :

CRM is concerned with the creation, development and enhancement of individualized customer relationships with carefully targeted customers and customer groups resulting in maximizing their total customer life-time value. CRM software is used to store all of their customers details. When a customer interacts with the company, the system can be used to retrieve and store information relevant to the customer. By serving the customer quickly and efficiently, and also keeping all information on a customer in one place, a company aims to make cost savings, and also encourage new customers. With the rampant competition in the domestic and international business, the Customer Relationship Management has become one of matters of concern to the enterprise. CRM takes the customers as the center; it gives a new life to the enterprise organization system and optimizes the business process. In an effort to help enterprises understand their customers shopping behavior and the ways to retain valued customers, we propose data mining techniques. As a rising subject, data mining is playing an increasingly important role in the decision support activity of every walk of life. This paper mainly focused on the research of the customer classification and prediction in commercial banks based on Naive Bayesian classifier that accommodates the uncertainty inherent in predicting customer behavior

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