Improvement of visual customer relationship management system

We previously reported a new type of online shop, called a "broadband online shop", which displays photographic images of a real shop and has a videoconference system. We also developed a visual customer relationship management (v-CRM) system that helps salesclerks understand customer preferences intuitively. In this paper, we describe how we investigated the demands for the v-CRM system and improved the system based on an analysis of customer logs showing how customers viewed commodities. Experimental results demonstrated the effectiveness of the improved system.

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