group3

Slide1: 

Interactive Voice Contract Center - Arranging Celebration Service Center Team : 3

Team member: 

Team member 陳慧敏 Sandy g933812 王怡絜 Ami g933826 蔡其融 Jerome g933834 黃煒能 Cuber g933835 吳冠穎 Mark g933836

Agenda: 

Agenda Case Introduction Customer segmentation Data analysis Conclusion

Case Introduction: 

Case Introduction Everyone must have the experience that you forget some special days such as someone’s birthday or you are too busy to think about how to celebrate some festivals well. Our company pays attention to this situation, so we think about that if we can help them to arrange the festivals, it would be very convenient

System Design/Analysis : 

System Design/Analysis

Customer segmentation: 

Customer segmentation We segment customers by RFM method and define the index of RFM. According to history service records we calculate every customer’s RFM value and segment the customers into four groups by the order of RFM value.

The analysis of birthday: 

The analysis of birthday The pie-chart of customers’ age, finance, style, and place.

The analysis of birthday (Cont.): 

The analysis of birthday (Cont.) The pie-chart of customers’ age, finance, style, and place.

The analysis of birthday (Cont.): 

The analysis of birthday (Cont.) The relation between age and style.

The analysis of birthday (Cont.): 

The analysis of birthday (Cont.) The relation between age and style.

The analysis of birthday (Cont.): 

The analysis of birthday (Cont.) The relation between age and place.

The analysis of birthday (Cont.): 

The analysis of birthday (Cont.) The relation between age and style.

The analysis of birthday (Cont.): 

The analysis of birthday (Cont.) Age and service cross table

The analysis of birthday (Cont.): 

The analysis of birthday (Cont.) We can divided the birthday into three parts The party for parents Chinese style 36 – 50 years old The party for friends Western style Young people The party for children Western style 36 – 50 years old Rich Outside

Analysis of Halloween: 

Analysis of Halloween

Analysis of Christmas: 

Analysis of Christmas Major target customer：School Party scale：Large

Analysis of Christmas (continue): 

Analysis of Christmas (continue) Major situation requirement：Outside

Analysis of marriage: 

Analysis of marriage Major age for marriage：27~35

Analysis of marriage (continue): 

Analysis of marriage (continue) Phenomenon Western  Outside Chinese  Inside

The analysis of other celebration: 

The analysis of other celebration There are 26 people choose “other”. Our group just sums up and analyzes in the following: Teacher Appreciation Banquet Mother’s Day Single Farewell Banquet Father’s Day

The analysis of Teacher Appreciation Banquet : 

The analysis of Teacher Appreciation Banquet

The analysis of Mother’s Day : 

The analysis of Mother’s Day

The analysis of Single Farewell Banquet : 

The analysis of Single Farewell Banquet

The analysis of Father’s Day : 

The analysis of Father’s Day

Market Strategy: 

Market Strategy Marriage： The strategy is focus on the husbands and wives which had asked us to decorate their wedding. We send propaganda lists to those husbands and wives when they had married for specific years Birthday：The strategy is focus on the people between 36 and 50 and they have economic base. We can send propaganda list to the customers when their parents or children birthday will come Christmas：We send propaganda lists to many schools which did not hold any Christmas party before. Besides, many spaces will hold the Christmas party, like church, and organization etc.

Market Strategy (cont.): 

Market Strategy (cont.) Halloween：Just a few customers want to hold the type of party, we decide that the market point does not focus on this part and we want to cancel this item. Other 1. Teacher appreciation party ：Send propaganda list to the students which will graduate soon. 2. Mother's Day party：We publish the advertisement in TV or newspaper or magazine before Mother's Day 3. Bachelor party ：We want to publicize the fashions. Therefore, we can develop the type of customers and more young people tend to hold the type of party.

Conclusion: 

Conclusion CTI is technique of integration and it can connect to the database through speech sounds. CTI is applied in all kinds of business instead of just one kind of business CTI not only can with customers but also integrate with computers and increase the quality and efficiency of service

Slide28: 

Thanks for your attention !!