Design and development of supply chain knowledge discovery system for customer relationship management

Ka Man Lee, H. C.W. Lau, S. K. Kwok, G. T.S. Ho

Research output: Journal article publicationJournal articleAcademic researchpeer-review

1 Citation (Scopus)

Abstract

The purpose of this article is to propose a Supply Chain Knowledge Discovery System including Radio Frequency Identification (RFID) technology together with temporal rule induction that the retailers and distributors can have a better Customer Relationship Management by realising the change of customer purchasing behaviour with latest information. The aim of this research is to identify how information system manipulates the Point-Of-Sales data and customer historical data so as to formulate the cross-selling strategy. With the advert development and application of RFID, the data collected in the linear time interval reveal the characteristics of temporal features of daily transactional data. The proposed system discovers the knowledge by querying data in temporal database interactively and recursively with Temporal Query and Mining Language. Data cleaning process is carried out prior to applying temporal association rule for basket market analysis. The significance of this research is the demonstration of the synergy of using a combination of latest technologies to form an integrated system to improve direct marketing campaign.
Original languageEnglish
Pages (from-to)2-16
Number of pages15
JournalInternational Journal of Services, Technology and Management
Volume14
Issue number1
DOIs
Publication statusPublished - 1 May 2010

Keywords

  • Association rule
  • CRM
  • Customer relationship management
  • Market basket analysis
  • Radio frequency identification
  • RFID
  • Temporal query and mining language
  • TQML

ASJC Scopus subject areas

  • Engineering(all)
  • Computer Science Applications
  • Strategy and Management
  • Marketing

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