CRM ANALYTICS

Name of the Student: Sindhuja U

Register Number: 40111233
Under the Guidance: Bobby M P

Department of CSE
 Abstract
• This project encompasses three vital components: customer
analytics, sentiment analysis, and customer retention.
• The first component employs RFM analysis and K-means clustering
for customer identification and segmentation. By categorizing
customers based on Recency, Frequency, and
• Monetary metrics, businesses gain the ability to target and
personalize marketing efforts effectively.
• In the second component, deep learning techniques are used to
perform sentiment analysis on textual reviews, classifying them as
positive, neutral, or negative.

May 4, 2024 Department of CSE

• This in-depth analysis of customer feedback provides
valuable insights for data-driven decision-making and
enhances the understanding of customer sentiment.
• The third component focuses on customer retention,
utilizing RFM values and the BG/NBD model to predict
customer longevity.
• This proactive approach enables businesses to tailor
retention strategies to individual customers, ultimately
boosting customer lifetime value.
• By integrating these components, this project offers a
holistic approach to understanding customer behavior,
assessing feedback, and optimizing retention strategies.
May 4, 2024 Department of CSE
 Literature Survey
S.NO TITLE AUTHOR SUMMARY

Customer Relationship The paper presents a Machine

1. Management Using Machine Trisiladevi.C Learning-powered CRM system
Learning emphasizing segmentation, retention,
and personalized recommendations.
Arun Velu's paper on machine learning
Machine Learning in CRM explores diverse techniques,
2. Techniques Arun Velu emphasizing enhanced customer
for Customer Relationship satisfaction, reduced churn, and
Management increased revenues in modern CRM
practices.
The paper presents a two-step CRM
Machine Learning Approach model, employing k-means clustering
3. to Ruma Panda and Dynamic Rule based classification,
Predict Potential Profitable achieving 96.5% accuracy and 97.8%
Customers in CRM precision in identifying profitable
customers.

May 4, 2024 Department of CSE


Customer Relationship
Management and Machine
4. Learning technology for
Identifying the Customer
5. Exploring the use of AI to
manage customers’
relationships
May 4, 2024 11 November 2021
The paper merges Customer
Relationship Management (CRM) with
Hidra Amnur Machine Learning (ML), particularly
the Support Vector Machine (SVM),
outlining a framework for SVM
application in CRM and emphasizing
mutual enhancement.
The paper delves into merging
Customer Relationship Management
(CRM) and Artificial Intelligence (AI),
Paul Hopkinsona discussing AI's impact on customer
relations, ethical considerations, and
proposing an illustrative model for its
effectiveness.
Department
Department of CSE
of CSE
5
 THANK YOU

May 4, 2024 Department of CSE