Analytic CRM for Virtual Entertainment Service

1
Analytic CRM for Virtual Entertainment Service

• Group 2
• Elson, Ronald, Selby, Tony, Torre

2
Agenda

• Business/Service Model Introduction
• Analytic CRM System Schema Design
• Data Analysis
• Conclusion

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Business Model Introduction
Purchasing Scenario
4
Business Model Introduction
E-Ticket Usage Scenario
5
VTS Process Model Analysis
6
VTS Service Model
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Analytic Process
1
Data Schema Design
2
Collection Data
3
Apply Data Analyses Methods
4
Review the Result
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Data Schema Design
Products (Show) information
Product Pricing Info
Analysis Target
Customer Info
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Data analyze process
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Customer information
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Population ration figure
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Customer information (Hsingchu)
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Job ratio figure
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Gender ratio figure
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Salary distribution figure
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Age distribution figure
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Customer RFM information
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RFM Definition
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Frequency VS. Age
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Normality test
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Recency VS. Age
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Monetary VS. Age
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Statistical test result

• All of the attributes doesnt affect the recency
• Salary doesnt significantly affects the
  frequency

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Annual Statistical Data
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Fuzzy ART Method

• Analog or binary input patterns.
• Normalize input data (01).
• Using Fuzzy ART to cluster the customers.
• Tell apart each customer group belonging to which
  RFM type at next year.

input input input input input
Average Grades By Customer Average Service Time (min) Average Queue Time (sec) Question Solved Rate Abandon Rate
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Correlation analysis

• Eg. Ronald bought 2 movie tickets, 1 baseball
  game ticket and 1 concert ticket.

1837/4208
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Marketing strategy

• Tickets package strategy
• Discount strategy
• Target promotion strategy

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Correlation analysis (After Marketing )
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Analysis Conclusion

• Recency analysis
• Frequency analysis
• Monetary analysis
• Cross-sell analysis
• Customer segment
• Forecast (prediction) analysis

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Conclusion

• The virtual tickets service model provides an
  easy way for people to purchase the entertainment
  tickets than current system
• The virtual ticket service is a new service mode
• Smart mobile device
• Smart playbill
• Web service system
• Customer relation system

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Conclusions cont

• We present the idea of the virtual ticket service
  system
• The customer supporting service design.