【Topic】Data Mining for Successful Analytical CRM

【Speaker】Charles Ling, Professor of Dept of Computer Science, University of Western Ontario, Director of Data Mining and Business Intelligence Lab

【Time】June 5th, Wednesday, 14:30-15:30

【Venue】Room 305, Weilun Building, Tsinghua SEM 

【Language 】English

【Organizer】Department of Management Science and Engineering

【Abstract】CRM (Customer Relationship Management) is a set of strategies that enterprises use to better understand and serve customers, and build a long-term profitable relationship with customers.  In the age of online and mobile services, social media, and accumulation of very large customer data, data mining has been playing an important role in CRM.  More specifically, data mining has been successful applied in all main tasks of CRM, such as customer acquisition (e.g., mining customer profile for direct marketing), customer services (e.g., sequence mining for cross and up selling), and churn prevention (e.g., action mining).  I will then discuss in details how we have successfully applied data mining to CRM to effectively improve customer experience and profit for the enterprises (including banks, insurance and software companies in Canada and US).

【Bio】Charles X. Ling obtained his dual-BSc (Computer Science & EE) from Shanghai Jiao Tong University in China. Then he studied in the Department of Computer and Information Science at University of Pennsylvania, and obtained both MSc and PhD within four years. He is currently a Full Professor in the Department of Computer Science at the University of Western Ontario, Canada, and the Director of Data Mining and Business Intelligence Lab. His main research areas include machine learning, data mining and its applications, cognitive modeling and child education. He has published over 120 peer-reviewed research papers in journals and international conferences. He is co-author of the book "Crafting Your Research Future" (Chinese version: 学术研究 ，你的成功之道).