Sinickas Robertas. Customer Relationship Management (CRM) system: Master’s Work in IT/supervisor doc. S.Gudas; Department of Information Systems, Faculty of Informatics, Kaunas University of Technology.-Kaunas, 2005.-67 p. Research objective – customers’ order management information system. Research object – the main object is focused on the establishment of the CRM system, which is based on the organizational and objective structure analysis. In order to accomplish the tasks that have been set for this thesis, the analysis of a customer relation vision, which determines the essence of customer relation management, has been prepared. On this stage the necessity of computer based customer relation management is analyzed with the help of CRM technology: using CRM model, its methodology, system adoption problems. The comparative analysis of the means of CRM development, its control packages, and CASE system methods is also applied. Due to the latter, MS Access package is chosen to represent the mean of CRM development (ADO – for the data manipulation; VBA – programming language) because of its wide practical use in the chosen organization and the use of ProVision Workbench for the CASE system model development. According to the requirements for the information system specification in the second part there is suggested an organizational activity structural and objective analysis: hierarchic organizational activity model, business interaction model, event model, destination... [to full text]

Pastaruosius metus mokslinė veikla buvo intensyvi ieškant algoritmų, padedančių spręsti tokias problemas, kaip duomenų sistemų klasterizavimas (angl. dataset clustering). Duomenų analizės metodų kompleksiškumas, duomenų apimties didėjimas, skatino ieškoti būdų, kaip atrasti metodą, kuris padėtų realizuoti esminius duomenų gavimo principus, pritaikant efektyviausius algoritmus, integruojant duomenų apsaugos metodus visose duomenų valdymo ir analizės stadijose. Moksliniu požiūriu tyrimai duomenų gavybos srityje galimai veda į naują informacijos ir duomenų analizės bei klientų valdymo požiūrį. Šiame darbe analizuojamas duomenų gavybos metodas ryšių su klientais sistemose, jo pritaikymas ir efektyvumas, aktualios problemos. Darbe analizuojami metodai yra ne tik moksliniai, tačiau visi darbe atlikti tyrimai veda į praktinį pritaikymą ir galutiniam naudotojui skirtos priemonės sukūrimą – duomenų gavybos metodų rinkinį integruota į ryšiais su klientais valdymo sistemas, skirtas B2B verslo aplinkai. Darbe gauti duomenų gavybos metodų tyrimo rezultatai pateikia naują požiūrį į tiekimo grandinės etapus – tvarkaraščių ir gabenimo laikų valdymą, prekių kiekio kontrolę bei klientų kreditavimo pirkimams skyrimą. / Latest activity in scientific field has been major in research of algorithms that are able to solve problems related to data analysis using tools of dataset clustering and data mining. Principe of data mining cover analysis of various business environment steps and suggests ways of prognosing, analyzing, classifying data. Data mining tools are applicable to customer relationship management systems offering key data analysis, increasing customer knowledge. Scope of thesis is the effective usability of data mining methods for customer relationship management system specifically used by business-to-business companies. Suggested concept leads to new perspective of transactional data analysis through following stages: client credibility valuation, product purchase amount prognosis and product delivery handling. Combined customer orientated data with supply chain inputs gave successful results in real data experiment. In conclusion, data mining tools improve data analysis in customer relationship management in B2B companies’ data analysis routine.