Professional Documents
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(IOTTSF-2016)
In Association With Novateur Publication
17th -18th, Feb. 2016
Abstract—Enterprises use the CRM(Customer relationship access risk with a particular set of conditions. On suc-
management) to manage the data about their customers and cessfully applying predictive analysis, the organizations can
analyse it throughout the customer life cycle so as to improve effectively interpret big data for their benefit.
business relationship with the customers. The usefulness
of this data is limited. When you add analytics on top of 2. Technologies Used
CRM, it provides better understanding and insight about
the behaviour of the customer and maximize the profit. • Azure Cloud:
Our application focuses on SugarCRM database which is Cloud computing is known as ’on-demand
an open source software. It connects the SugarCRM users computing’, it is an Internet-based computing
with the services of Microsoft Azure Machine Learning and where data, shared resources and information are
provide output in terms of graphs, predictions and suggestions. provided to computers and other devices. It is
becoming popular because of its Universal access,
Keywords:CRM,machine learning,predictive analy- flexibility, Reduction of costs , Up to date software
sis,customer behaviour,SSO(Single Sign-On). and Potential to be greener and more economical.
Azure is the cloud computing service provided by
Microsoft for deploying,building and managing
1. Introduction applications and services. It provides PaaS and Iaas.
Azure provides Web Apps to create webipages and
One of the basic needs of any enterprise is to understand UI, diferent types of servers like Windows 2012,
their customers and clients, know their behaviour, their Apache Tomcat, SQL server in various versions.
habits so as to change or implement a strategy to increase Azure Active Directory is used for SSO. Using
their sales, revenue offer new products and so on. In an age Azure’s PaaS and IaaS, we intend to create a SaaS
when companies are trying to understand their customers application for SugarCRM users.
better and provide unique customer experiences, analytical
tool like this with a tightly integrated database and machine • Sugar CRM:
learning could give businesses the ability to deliver a more CRM has all aspects of company-customer
customized, friendly experience.We intend to implement a interaction in terms of sales or services. Apart
connector for extracting data from a Customer-Relationship from business-customer relationship, crm is used to
Management System(CRM) for an efficient prediction and manage business to business relationships. CRM
better customer management. The predictive analysis will systems includes contracts, contacts, clients, sales
be implemented using Microsoft AzureML platform. etc. When a new interaction starts with the customer,
the company looks at this as an opportunity, with
What is Predictive Analysis? the help of our product, we intend to help the
company understand which opportunities will turn
Predictive analysis uses statistics, machine learning, data into a sale. This software will also help to retain
mining and modeling for analyzing current data and to customers by predicting different solutions to what
make predictions about the future. It uses the patterns found they may like. There are multiple CRM systems
in historical and transactional data to identify risks and available in the market like Salesforce, Dynamics,
opportunities for the future. The models created helps the SugarCRM etc. we intend to target SugarCRM
organizations to capture relations among many factors to as it the most widely used CRM, because it is
Department of Electronics & Telecommunication, Marathwada Mitra Mandal’s College of Engineering, Karvenagar, Pune-52
1
National Conference on “Internet of Things: Towards a Smart Future” & “Recent Trends in Electronics & Communication”
(IOTTSF-2016)
In Association With Novateur Publication
17th -18th, Feb. 2016
3. Literature Survey
1) CRM analytic framework:
In this paper they have provided a framework
for connecting data warehouse to analytic engine
which helps in developing the application by
reducing the time required. It transfers the data
automatically to the next step.
Department of Electronics & Telecommunication, Marathwada Mitra Mandal’s College of Engineering, Karvenagar, Pune-52
2
National Conference on “Internet of Things: Towards a Smart Future” & “Recent Trends in Electronics & Communication”
(IOTTSF-2016)
In Association With Novateur Publication
17th -18th, Feb. 2016
applicable algorithms , then all these algorithms diagonal indicates 50 percent accuracy).This indicates that
will be selected based on evaluation criteria we have a reasonably accurate prediction model.
provided in earlier stage. The output of this phase
will be an algorithm or a set of algorithms. 8. Conclusion
3) Execution: The proposed system will be available for all SugarCRM
All the machine learning algorithms selected customers. We will use the data obtained from the CRM
earlier are executed. Results are compared in case system(Sugar CRM) to train the model and then test the
of multiple algorithms. The predicted variables are model to provide user with predictive analysis on his data
copied back to our database with an addition of a set and also give suggestions for his further approach in
column. business.Therefore, this would lead to more customer sat-
isfaction which would benefit both the customer as well as
4) Displaying results: the enterprise.
The result can be a single value or a complete
column of values.They can be displayed to user
in table format or graphically. This will help the
Acknowledgments
business user to analyse the customer data and
This topic is supported by Prof. Rahul Da-
make an informed decision.
gade(Marathwada Mitra Mandal’s College of Engineering,
Pune) and Mr. Dattatraya Deshpande(Persistent Systems
7. Expected Results Ltd.)