var sectionName = "C1";
SAS Institute. The Power to Know

Learning Center

More Information

Book Extras

Keep in Touch

SAS Press» Companion Site

CRM Segmentation and Clustering Using SAS Enterprise Miner

About the Book

book cover CRM Segmentation and Clustering Using SAS Enterprise Miner
By: Randy Collica
ISBN: 978-1-59047-508-9
Pages: 320


Order this book from our online bookstore


Understanding the customer is critical to your company's success. In this instructive guide, Randy Collica employs SAS Enterprise Miner and the most commonly available techniques for customer relationship management (CRM). You will learn how to segment customers more intelligently and to achieve, or at least get closer to, the one-to-one customer relationship that today's businesses want. Step-by-step examples and exercises clearly illustrate the concepts of segmentation and clustering in the context of CRM.

The book, with a foreword by Michael J. A. Berry, is sectioned into three parts. Part 1 reviews the basics of segmentation and clustering at an introductory level, providing examples from a variety of industries. Part 2 offers an in-depth treatment of segmentation with practical topics such as when and how to update your models and clustering with many attributes. Part 3 presents an introduction to newer, more advanced techniques, such as product affinity clustering, missing data imputation, and text mining segmentation.

This straight-forward guide will appeal to anyone who seeks to better understand customers or prospective customers. Additionally, professors and students will find the book well suited for a business data mining analytics course in an MBA program or related course of study. You should understand basic statistics, but no prior knowledge of data mining or SAS Enterprise Miner is required. A foreword by Michael J. A. Berry is featured.

Included on your bonus CD-ROM are the following: example SAS code, data sets, macros, and Enterprise Miner templates.

About the Author

author photo Randall S. Collica is a senior business and data mining analyst at Hewlett-Packard, where he uses data-mining techniques for targeted marketing and customer analytics in the Customer Data and Knowledge Services department. Randy has developed customer scoring models as well as models to estimate corporate IT spending for use in tactical and strategic customer and prospect business intelligence. He earned a B.S. degree in electrical engineering from Northern Arizona University in 1982; he began using SAS®software in 1991. Randy has authored and coauthored many articles and is a member of the IEEE.