Business intelligence applications in customer relationship management

In this thesis, it is aimed to examine the use of business intelligence application in customer relationship management and to construct a business intelligence system that is fed by customer information. First, the basic concepts and methods of customer relationship management and business intelligence are examined, afterwards sample business intelligence system for customer relationship management is described. This sample business intelligence system consists of SSIS packages, OLAP cubes, data mining structures and a web application that is designed for visualizing information discovered with business intelligence components. Another web application in this system is an OLTP system which provides data to business intelligence applications and manipulates product, customer and order data. ASP.NET and C# are used for coding these web applications. MS Sql Server 2008 R2 is used as database management system and MS Sql Server Analysis Services and Sql Server Integration Services are used for business intelligence structures. Keywords: Customer relationship management, business intelligence, business intelligence applications, data mining