Initiating a text mining project for handling customer feedbacks analysis
Verneret, Alina (2022-06-20)
Initiating a text mining project for handling customer feedbacks analysis
(20.06.2022)
Julkaisu on tekijänoikeussäännösten alainen. Teosta voi lukea ja tulostaa henkilökohtaista käyttöä varten. Käyttö kaupallisiin tarkoituksiin on kielletty.
suljettu
Julkaisun pysyvä osoite on:
https://urn.fi/URN:NBN:fi-fe2022062750058
https://urn.fi/URN:NBN:fi-fe2022062750058
Tiivistelmä
This research focuses on assessing the potential benefits related to implementing a text mining tool, inside the processes handling customer feedback analysis. This study will adopt both the perspectives of customers, and business, related to the processes of customer satisfaction reviews and analysis.
The study has confirmed the following artifacts:
1. Text mining can leverage the use of customer unstructured text data.
2. Text mining can help optimizing some internal processes.
3. Co-creation of value can create new sources of knowledge flows across
the organization and enhance the customer experience.
Text mining has the potential to subsequently optimize both the processes, and the customer experience as a whole.
The study has confirmed the following artifacts:
1. Text mining can leverage the use of customer unstructured text data.
2. Text mining can help optimizing some internal processes.
3. Co-creation of value can create new sources of knowledge flows across
the organization and enhance the customer experience.
Text mining has the potential to subsequently optimize both the processes, and the customer experience as a whole.