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A Review of Big Data
Analytics for Customer
Relationship Management
Alia Hamwi
Big Data
▰ The enormous development of technology.
▰ huge amounts of
data that cannot be handled in normal methods .
2
Big Data Components 5Vs
3
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.
4
Big data usage in organization
5
CRM
▰ manage a company’s relationship and interaction with current
and potential customers.
▰ CRM 1.0 vs CRM 2.0.
6
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.
7
Big Data in CRM Application
8
▰ 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.
9
Big Data in CRM Application Example
10
▰ 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.
Big Data in CRM Challenges
11
▰ Limited Storage .
▰ Lack of Quality of Data Collected .(not accurate)
▰ many Irrelevant Data.
▰ High Cost .
Thank You
12

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Big Data in 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 . 2
  • 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. 4
  • 5. Big data usage in organization 5
  • 6. CRM ▰ manage a company’s relationship and interaction with current and potential customers. ▰ CRM 1.0 vs CRM 2.0. 6
  • 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. 7
  • 8. Big Data in CRM Application 8 ▰ 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.
  • 9. 9
  • 10. Big Data in CRM Application Example 10 ▰ 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 11 ▰ Limited Storage . ▰ Lack of Quality of Data Collected .(not accurate) ▰ many Irrelevant Data. ▰ High Cost .