{"id":"https://openalex.org/W2949067279","doi":"https://doi.org/10.1109/icitr.2018.8736131","title":"A Review of Big Data Analytics for Customer Relationship Management","display_name":"A Review of Big Data Analytics for Customer Relationship Management","publication_year":2018,"publication_date":"2018-12-01","ids":{"openalex":"https://openalex.org/W2949067279","doi":"https://doi.org/10.1109/icitr.2018.8736131","mag":"2949067279"},"language":"en","primary_location":{"id":"doi:10.1109/icitr.2018.8736131","doi":"https://doi.org/10.1109/icitr.2018.8736131","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icitr.2018.8736131","pdf_url":null,"source":{"id":"https://openalex.org/S7407086691","display_name":"International Conference on Information Technology Research (ICITR)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2018 3rd International Conference on Information Technology Research (ICITR)","raw_type":"proceedings-article"},"volume":null,"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5019187936","display_name":"W.K.R. Perera","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I195740183","display_name":"University of Moratuwa","ror":"https://ror.org/0491f5305","country_code":"LK","type":"education","lineage":["https://openalex.org/I195740183"]}],"countries":["LK"],"is_corresponding":false,"raw_author_name":"W.K.R. Perera","raw_affiliation_strings":["Faculty of Information Technology, University of Moratuwa, Moratuwa, Sri Lanka"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Information Technology, University of Moratuwa, Moratuwa, Sri Lanka","institution_ids":["https://openalex.org/I195740183"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5070554904","display_name":"K.A. Dilini","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I195740183","display_name":"University of Moratuwa","ror":"https://ror.org/0491f5305","country_code":"LK","type":"education","lineage":["https://openalex.org/I195740183"]}],"countries":["LK"],"is_corresponding":false,"raw_author_name":"K. A. Dilini","raw_affiliation_strings":["Department of Computational Mathematics, University of Moratuwa, Moratuwa, Sri Lanka"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Computational Mathematics, University of Moratuwa, Moratuwa, Sri Lanka","institution_ids":["https://openalex.org/I195740183"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5017908201","display_name":"T Kulawansa","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I195740183","display_name":"University of Moratuwa","ror":"https://ror.org/0491f5305","country_code":"LK","type":"education","lineage":["https://openalex.org/I195740183"]}],"countries":["LK"],"is_corresponding":false,"raw_author_name":"T. Kulawansa","raw_affiliation_strings":["Department of Computational Mathematics, University of Moratuwa, Moratuwa, Sri Lanka"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Computational Mathematics, University of Moratuwa, Moratuwa, Sri Lanka","institution_ids":["https://openalex.org/I195740183"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I195740183"],"apc_list":null,"apc_paid":null,"fwci":7.7429,"has_fulltext":false,"cited_by_count":17,"citation_normalized_percentile":{"value":0.97174937,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"6"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.3878999948501587,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.3878999948501587,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence","score":0.23880000412464142,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14280","display_name":"Big Data Technologies and Applications","score":0.23360000550746918,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/big-data-analytics","display_name":"big data analytics","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":1.0},{"id":"https://openalex.org/keywords/data-mining","display_name":"data mining","score":0.9259999990463257},{"id":"https://openalex.org/keywords/big-data-challenges","display_name":"big data challenges","score":0.7269999980926514},{"id":"https://openalex.org/keywords/big-data-applications","display_name":"big data applications","score":0.7020000219345093}],"concepts":[{"id":"https://openalex.org/C75684735","wikidata":"https://www.wikidata.org/wiki/Q858810","display_name":"Big data","level":2,"score":0.8981382846832275},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.725130558013916},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6806703209877014},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.6368474960327148},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.5787739157676697},{"id":"https://openalex.org/C136197465","wikidata":"https://www.wikidata.org/wiki/Q1729295","display_name":"Variety (cybernetics)","level":2,"score":0.5478872060775757},{"id":"https://openalex.org/C9652623","wikidata":"https://www.wikidata.org/wiki/Q190109","display_name":"Field (mathematics)","level":2,"score":0.45774099230766296},{"id":"https://openalex.org/C2767350","wikidata":"https://www.wikidata.org/wiki/Q6662173","display_name":"Business intelligence","level":2,"score":0.4394104480743408},{"id":"https://openalex.org/C175801342","wikidata":"https://www.wikidata.org/wiki/Q1988917","display_name":"Data analysis","level":2,"score":0.43011391162872314},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.427114337682724},{"id":"https://openalex.org/C37952496","wikidata":"https://www.wikidata.org/wiki/Q5001829","display_name":"Business analytics","level":4,"score":0.42417648434638977},{"id":"https://openalex.org/C1668388","wikidata":"https://www.wikidata.org/wiki/Q1149776","display_name":"Data management","level":2,"score":0.4120441973209381},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.33536726236343384},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.24180921912193298},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.19268563389778137},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.18109214305877686},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.11456555128097534},{"id":"https://openalex.org/C189076506","wikidata":"https://www.wikidata.org/wiki/Q1518232","display_name":"Business analysis","level":3,"score":0.11107274889945984},{"id":"https://openalex.org/C4216890","wikidata":"https://www.wikidata.org/wiki/Q815823","display_name":"Business model","level":2,"score":0.09225580096244812},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.08561408519744873},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.07695293426513672},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.0},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/icitr.2018.8736131","doi":"https://doi.org/10.1109/icitr.2018.8736131","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icitr.2018.8736131","pdf_url":null,"source":{"id":"https://openalex.org/S7407086691","display_name":"International Conference on Information Technology Research (ICITR)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2018 3rd International Conference on Information Technology Research (ICITR)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W1509189100","https://openalex.org/W1612366852","https://openalex.org/W1992777957","https://openalex.org/W1993429827","https://openalex.org/W2086996872","https://openalex.org/W2131635820","https://openalex.org/W2141975087","https://openalex.org/W2145636832","https://openalex.org/W2186627059","https://openalex.org/W2197738759","https://openalex.org/W2248783999","https://openalex.org/W2254030493","https://openalex.org/W2261525379","https://openalex.org/W2304640842","https://openalex.org/W2480503791","https://openalex.org/W2487200295","https://openalex.org/W2516153312","https://openalex.org/W2597925662","https://openalex.org/W2774637415","https://openalex.org/W2903386914","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W3042588380","https://openalex.org/W7148630157","https://openalex.org/W4414008677","https://openalex.org/W4403246202","https://openalex.org/W4402202377","https://openalex.org/W4387344451","https://openalex.org/W254736221","https://openalex.org/W4400696636","https://openalex.org/W4413372566","https://openalex.org/W7125435771"],"abstract_inverted_index":{"Big":[0,24,42,50,73,95,101,123],"Data":[1,25,43,51,58,74,96,98,102,124],"Analytics":[2],"is":[3,19,32],"a":[4,14,20,33],"major":[5,21,34],"research":[6,88],"topic":[7],"in":[8,40,44,52,72,75,84,109,125],"the":[9],"business":[10],"world":[11],"and":[12,30,61,79,132],"maintaining":[13],"good":[15],"Customer":[16,45,110,126],"Relationship":[17,46,77,111,127],"Management":[18,78],"requirement.":[22],"Handling":[23],"according":[26],"to":[27,91],"Velocity,":[28],"Volume":[29],"Variety":[31],"issue.":[35],"There":[36],"are":[37,64,69,81],"many":[38,54,62,70,82],"challenges":[39],"using":[41],"Management.":[47,112],"To":[48],"include":[49],"CRM":[53],"techniques":[55],"such":[56],"as":[57],"Mining,":[59],"Frameworks":[60,104],"procedures":[63],"used.":[65],"At":[66],"present":[67],"there":[68,80],"applications":[71,121],"customer":[76],"limitations":[83,131],"those":[85],"systems.":[86],"This":[87],"paper":[89,118],"attempts":[90],"analyze":[92],"researches":[93,116],"of":[94,122,135],"Analytics,":[97],"Mining":[99],"techniques,":[100],"Analytical":[103],"that":[105],"can":[106],"be":[107],"used":[108],"By":[113],"analyzing":[114],"these":[115],"this":[117,136],"describes":[119],"current":[120],"Management,":[128],"their":[129],"issues,":[130],"future":[133],"directions":[134],"field.":[137]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":2}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2019-06-27T00:00:00"}