E-Customer Profiling Technology in Service Industry

Abstract

Service companies are very customer oriented in serving the needs of the customer. Higher services require competitive advantage in companies, including customer identification or e-customer profiling. The aim of this qualitative research is to determine the trend of the technology used for e-customer profiling or customer identification, so that service companies obtain customer information deeper and more accurately with customer identification. The research question in this study is "what is the technology used for e-customer profiling in the service sector?". By using literature research, there are 39 technologies that support e-customer profiling in service companies. The most service companies in this study are banking and financial services, hospitality and other services. 11 technologies used include data mining, big data analysis, customer data platforms, data management, demographic data, digital identity, machine learning, biometric recognition, CRM, social network analysis and transaction data. Apart from the 11 technologies used, there are several other technologies that are currently starting to develop, such as blockchain technology, social CRM, semantic web, etc. Service companies may also consider using the latest technology according to the needs of service companies in e-customer profiling such as competitive advantage.