000			a
999			_c29777 _d29777
008			191121b xxu||||| |||| 00| 0 eng d
020			_a9783030134372
082			_a001.64 _bTAR
100			_aTarnowska, Katarzyna
245			_aRecommender system for improving customer loyalty
260			_aCham _bSpringer _c2020
300			_axviii,133 p. _bill. _c24 cm.
365			_b119.99 _cEUR _d82.00
490			_aStudies in big data _vv. 55
504			_aIncludes bibliographical references.
520			_aThis book presents the Recommender System for Improving Customer Loyalty. New and innovative products have begun appearing from a wide variety of countries, which has increased the need to improve the customer experience. When a customer spends hundreds of thousands of dollars on a piece of equipment, keeping it running efficiently is critical to achieving the desired return on investment. Moreover, managers have discovered that delivering a better customer experience pays off in a number of ways. A study of publicly traded companies conducted by Watermark Consulting found that from 2007 to 2013, companies with a better customer service generated a total return to shareholders that was 26 points higher than the S&​P 500. This is only one of many studies that illustrate the measurable value of providing a better service experience. The Recommender System presented here addresses several important issues. (1) It provides a decision framework to help managers determine which actions are likely to have the greatest impact on the Net Promoter Score. (2) The results are based on multiple clients. The data mining techniques employed in the Recommender System allow users to “learn” from the experiences of others, without sharing proprietary information. This dramatically enhances the power of the system. (3) It supplements traditional text mining options. Text mining can be used to identify the frequency with which topics are mentioned, and the sentiment associated with a given topic. The Recommender System allows users to view specific, anonymous comments associated with actual customers. Studying these comments can provide highly accurate insights into the steps that can be taken to improve the customer experience. (4) Lastly, the system provides a sensitivity analysis feature. In some cases, certain actions can be more easily implemented than others. The Recommender System allows managers to “weigh” these actions and determine which ones would have a greater impact.
650			_aCustomer Relations Management
650			_aData Mining and Knowledge Discover
650			_aOptical Pattern Recognition
650			_aComputational Intelligence
650			_aPattern Recognition
650			_aRecommender systems
650			_aInformation filtering
650			_aCustomer loyalty
650			_aInformation Technology
710			_aRas, Zbigniew W.
710			_aDaniel, Lynn
942			_2ddc _cBK