Browsing by Subject "Customer interaction"

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Open Access
Aggregate profile clustering for telco analytics
(2013) Abbasoğlu, M.A.; Gedik, B.; Ferhatosmanoğlu H.
Many telco analytics require maintaining call profiles based on recent customer call patterns. Such call profiles are typically organized as aggregations computed at different time scales over the recent customer interactions. Customer call profiles are key inputs for analytics targeted at improving operations, marketing, and sales of telco providers. Many of these analytics require clustering customer call profiles, so that customers with similar calling patterns can be modeled as a group. Example applications include optimizing tariffs, customer segmentation, and usage forecasting. In this demo, we present our system for scalable aggregate profile clustering in a streaming setting. We focus on managing anonymized segments of customers for tariff optimization. Due to the large number of customers, maintaining profile clusters have high processing and memory resource requirements. In order to tackle this problem, we apply distributed stream processing. However, in the presence of distributed state, it is a major challenge to partition the profiles over machines (nodes) such that memory and computation balance is maintained, while keeping the clustering accuracy high. Furthermore, to adapt to potentially changing customer calling patterns, the partitioning of profiles to machines should be continuously revised, yet one should minimize the migration of profiles so as not to disturb the online processing of updates. We provide a re-partitioning technique that achieves all these goals. We keep micro-cluster summaries at each node, collect these summaries at a centralize node, and use a greedy algorithm with novel affinity heuristics to revise the partitioning. We present a demo that showcases our Storm and Hbase based implementation of the proposed solution in the context of a customer segmentation application. © 2013 VLDB Endowment.
Open Access
Market orientation and CSR: performance implications
(Springer Netherlands, 2016) Kiessling, T.; Isaksson L.; Yasar, B.
Corporate social responsibility (CSR) has become of great interest to both researchers and practitioners alike with much discussion on whether the costs outweigh the performance implications. CSR has become a firm strategic tool (not only an ethical concept) as firms recognize that the customer value proposition and CSR is integrated with the focus on how to differentiate the firm from the view of the customer. We utilized market orientation (MO) theory as our foundation for our research as it explains how organizations adapt to their customer environment to develop competitive advantages. With the current customer focus on CSR, MO assists the field in identifying a possible firm differentiation. Our research found that firms that ranked high on CSR correlated positively to performance. We also found our theoretically developed constructs of firm customer orientation (CO) and firm market orientation correlated with the firm adopting CSR. The results also indicated that CSR positively mediates CO and MO to firm performance. As past research had mixed results over the direct relation of MO to performance, our research suggests that CSR may be the missing variable to explain the MO/Performance relationship.