Social CRM using Web Mining

Social CRM using Web Mining Nyoman Karna, Iping Supriana, Ulfa Maulidevi Sekolah Teknik Elektro dan Informatika Institut Teknologi Bandung Bandung, Indonesia [email protected], [email protected], [email protected] Abstract—Traditional CRM (Customer Relationship Management) contains 3 modules, Marketing, Sales, and Support, which rely on the customer relationship and profiling information. While the information contained in those 3 modules is input by operator, it will be prudent to gather much more information from the Internet. We can find relationship between customers and find their profile from the Internet. This information can be used to enrich and direct the CRM to perform better in supporting the business objectives. Gathering information from the Internet means that we need Information Retrieval and Information Extraction that involve many sources from Internet, such as social media, net blog, and news. This research provides the model of data mining utilization in traditional CRM to become social CRM. This research contributes for CRM enhancement where customer centric application becomes automated. Keywords—CRM; customer relationship; customer profile; web mining; social media; semantic network

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