A Review of Big Data Analytics for Customer Relationship Management (CRM)

1. A Review of Big Data
Analytics for Customer
Relationship Management
Alia Hamwi

2. Big Data
▰ The enormous development of technology.
▰ huge amounts of
data that cannot be handled in normal methods .
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3. Big Data Components 5Vs
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4. Big Data Components 5Vs
▰ Volume:
large amount of data distributed over many locations.
▰ Variety:
Different information and data bundled together .
▰ Velocity:
Data is generating and changing at a high speed .
▰ Value:
Worth of data being extracted.
▰ Veracity:
Quality or trustworthiness of data.
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5. Big data usage in organization
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6. CRM
▰ manage a company’s relationship and interaction with current
and potential customers.
▰ CRM 1.0 vs CRM 2.0.
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7. Big Data in CRM
▰ Customers voluntarily generate a huge amount of data daily by
detailing their interest and preference about products or
services to the public.
▰ support long-term relationship through understanding
customers’ life cycle and behavior in more comprehensive
perspective.
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8. Big Data in CRM Application
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▰ Description Analytics:
Using statistical models and other methods to summarize and
describe data.
▰ Diagnostic Analysis:
Identify the background details related to data.
▰ Predictive Analytics:
Identify future patterns using data.
▰ Perspective Analytics:
Look at data in different perspectives.

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10. Big Data in CRM Application Example
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▰ Personalization & customization of services:
A secret behind Netflix success is this personalized
marketing with the use of Big Data.
▰ Big Data based promotions :
Amazon uses big data analytics to predict demand in
different geographical locations.

11. Big Data in CRM Challenges
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▰ Limited Storage .
▰ Lack of Quality of Data Collected .(not accurate)
▰ many Irrelevant Data.
▰ High Cost .

12. Thank You
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