Data Mining for Customer Relationship Management. Fariborz Ghahremani, M.Reza Davari, Bahram Kazempour, Behroz Minaei

Abstract. In present decade, customer orientation has been one of the major concerns of commercial companies. Discovering the needs of customers and scheduling to meet those needs, or in other words customer relationship management (CRM), is an undeniable fact that can have an influence in customers' attraction and changing them into regular customers, which consequently leads to an increase in the company's interests. Data mining is one of the ways of discovering [1] the customers" needs. The purpose of this research which has been done on the data base of an airline's passengers reservation system, is to patterning the behaviors of domestic flight's customers per flight, in time intervals, using the time series model. Discovering these patterns and with exact scheduling (and by taking into account the number of planes in its fleet) an airline will be able to meet the demands of the customers properly. In this case the customer (passenger) is changed to a regular customer and will increase the company's interests in the long term. It is also possible to have the least number of open seats in each flight which lessens the company's detriment.

Keywords. Data Mining, Customer Relationship Management (CRM), Flight Scheduling, Clustering, Time Series.

References.

1. Pang-Ning Tan, Michael Steinbach and Vipin Kumar (2006)." Introduction to Data Mining", Addison Wesley", ISBN: 0-321-32136-7

2. M.H. Nikbakhsh Tehrani, (2001). "Electronic Commerce", Tehran: Isiran institute.

3. Bose and Sugurmaran (2003), "Application of Knowledge Management Techniques inCustomer relationship Management", Journal of Knowledge and Process Management, Vol.10, No. 1. pp.3 - 17.

4. Lisaand Pritscher and Hans Fey en, (2004). "Data Mining And Strategic Marketing In The Airline Industry", Switzerland, CH-8058 Zurich-Airport.

5. S.M.T. Roohani Rankoohi, (2004). "Fundamental Concepts of Databases", Tehran,Jelveh.

6. Giudici. Paolo (2003). "Applied Data Mining Statistical Methods for Business and Industries", Wiley. London

7,8. M. Kantardezik, (2006). "Data Mining", Babol: Uloome Rayane

9. FROST, R.A. (1987). "An Introduction to knowledge Base Systems", Collins. London.

10.A. Adel, (2001). "Statistic and Application in Management", Tehran: SAMT.