Customer Relationship Management Systems: The Application of Fuzzy ART Neural Network

  • Sungjune Park
  • Nallan C. Suresh
Part of the Studies in Fuzziness and Soft Computing book series (STUDFUZZ, volume 105)


An essential element of e-commerce customer relationship management (eCCRM) systems is the analytical subsystem, or model base for analyzing customer-related data. We present a neural network-based application for this data mining function for effective customer relationship management. We first list the various objectives of CRM, the essential elements and the requisite e-business architectures. Then we propose, and illustrate the application of Fuzzy ART neural network for customer grouping and buying pattern recognition, based on customer’s purchasing history. Step-by-step procedures for implementing the algorithm, and contextual framework for real-world CRM system are presented.


Customer Relationship Management Electronic Commerce Direct Marketing Adaptive Resonance Theory Sale Forecast 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2002

Authors and Affiliations

  • Sungjune Park
    • 1
  • Nallan C. Suresh
    • 2
  1. 1.College of Business AdministrationUniversity of North Carolina at CharlotteCharlotteUSA
  2. 2.School of ManagementState University of New York at BuffaloBuffaloUSA

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