Application of Web Data Mining Techniques in CRM for Its Support to Health Industry

Abstract

The paper takes the track towards the web-data mining techniques used in customer relationship management and its significance in different categories of businesses operations. The Customer Relationship Management is combined with the Data Mining Techniques and is further analysed to identify its benefits for the healthcare sector. The extensive review of literature is being carried in three dimensions i.e. Data Mining Techniques, Customer Relationship Management, HealthCare Sector so that they can be combined to analyse its benefits. The major techniques of Data Mining i.e. Segmentation, Association, Modelling, Detection and Deviation is associated with CRM life cycle stages to identify the benefits. It can serve as the base for the future research of application Data Mining Technique for the large volume of health data. This analysis can greatly help to achieve the customer satisfaction, customer retention and ultimately in achieving the customer loyalty. The paper presents the review of literature carried in 3 dimensions i.e. Customer Relationship Management, Data Mining tools and Techniques and CRM and Data Mining for the Healthcare Sector.