Publication:
Social media analytical CRM: a case study in a bank

dc.contributor.authorDuman, Ekrem
dc.contributor.departmentIndustrial Engineering
dc.contributor.ozuauthorDUMAN, Ekrem
dc.date.accessioned2023-09-15T13:09:20Z
dc.date.available2023-09-15T13:09:20Z
dc.date.issued2023
dc.description.abstractThe use of the social media (SM) has become more and more widespread during the last two decades, the companies started looking for insights for how they can improve their businesses using the information accumulating therein. In this regard, it is possible to distinguish between two lines of research: those based on anonymous data and those based on customer specific data. Although obtaining customer specific SM data is a challenging task, analysis of such individual data can result in very useful insights. In this study we take up this path for the customers of a bank, analyze their tweets and develop three kinds of analytical models: clustering, sentiment analysis and product propensity. For the latter one, we also develop a version where, besides the text information, the structural information available in the bank databases are also used in the models. The result of the study is a considerably more efficient set of analytical CRM models.en_US
dc.identifier.doi10.3233/JIFS-221619en_US
dc.identifier.endpage2642en_US
dc.identifier.issn1064-1246en_US
dc.identifier.issue2en_US
dc.identifier.scopus2-s2.0-85147993768
dc.identifier.startpage2631en_US
dc.identifier.urihttp://hdl.handle.net/10679/8843
dc.identifier.urihttps://doi.org/10.3233/JIFS-221619
dc.identifier.volume44en_US
dc.identifier.wos000925063400072
dc.language.isoengen_US
dc.peerreviewedyesen_US
dc.publicationstatusPublisheden_US
dc.publisherIOS Pressen_US
dc.relation.ispartofJournal of Intelligent and Fuzzy Systems
dc.relation.publicationcategoryInternational Refereed Journal
dc.rightsinfo:eu-repo/semantics/restrictedAccess
dc.subject.keywordsBankingen_US
dc.subject.keywordsCRMen_US
dc.subject.keywordsNLPen_US
dc.subject.keywordsSentiment analysisen_US
dc.subject.keywordsSocial mediaen_US
dc.titleSocial media analytical CRM: a case study in a banken_US
dc.typeArticleen_US
dspace.entity.typePublication
relation.isOrgUnitOfPublication5dd73c02-fd2d-43e0-9a23-71bab9ae0b6b
relation.isOrgUnitOfPublication.latestForDiscovery5dd73c02-fd2d-43e0-9a23-71bab9ae0b6b

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