期刊名称：International Journal of Advanced Computer Science and Applications(IJACSA)
印刷版ISSN：2158-107X
电子版ISSN：2156-5570
出版年度：2019
卷号：10
期号：8
页码：498-505
出版社：Science and Information Society (SAI)
摘要：Business intelligence offers the capability to gain
insights and perform better in decision-making by using a
particular set of technologies and tools. A company’s success to a
certain extent depends on customers. The complementary of
business intelligence and customer relationship management will
improve the efficiency of organizations, hence increase
productivity and revenue. Most research works on
implementation of business intelligence and customer
relationship management in organizations commonly concentrate
on architecture, framework, and maturity model. The process on
how to implement business intelligence and customer
relationship management in an organization, especially in
smaller domains has not yet been clarified which make some
organizations unclear on how to implement business intelligence
and customer relationship management. Thus, this study
investigates the process involved in the implementation of
business intelligence and customer relationship management
among clinics. An infographic guideline was developed based on
the six process of data mining which is known as Cross Industry
Standard Process for Data Mining. Four elements of business
intelligence decision-making process which were gather, store,
access, and analyze were also included in the process of
developing the guideline. Findings from an expert’s review show
that the increase of Content Validity Index was 0.7, from 0.3
during the first iteration to 1.0 in the second iteration. Therefore,
this result is acceptable. The guideline appears to be a useful
instrument for practitioners to implement business intelligence
and customer relationship management in their clinics, however
the process involved in developing the guideline could be
improvised from time to time.
