Workshop on Mining Data Across Multiple Customer Touchpoints for CRM (MDCRM02)

Final Program Schedule

Taipei, Taiwan, May 6, 2002

To be Held in Conjunction with

The Sixth Pacific-Asia Conference on Knowledge Discovery and Data Mining (PAKDD-02)


Workshop Theme
Topics of Interest
Program Committee
Paper Submission
Important Dates
Other PAKDD Workshops


Workshop Theme

The Web presents a key driving force in the rapid growth of electronic commerce and a new channel for content providers. Rich web logs provide companies with data about their customers and prospective customers, allowing micro-segmentation and personalized interactions. Customer acquisition costs in the hundreds of dollars per customer are common, justifying heavy emphasis on correct targeting. Once customers are acquired, customer retention becomes the target. Retention through customer satisfaction and loyalty can be greatly improved by acquiring and exploiting knowledge about these customers and their needs.

Although web logs are the source for valuable knowledge patterns, one should keep in mind that the Web is only one of the interaction channels among a company and its customers. Data obtained from conventional channels provide invaluable knowledge on existing market segments, while mobile communication adds further customer groups. In response, companies are beginning to integrate multiple sources of data including web, wireless, call centers, and brick-and-mortar store data into a single data warehouse that provides a multifaceted view of their customers, their preferences, interests and expectations.

This workshop aims to bring together practitioners of web-commerce, wap-commerce, call centers, and brick-and-mortar stores with tool vendors and data mining researchers in order to foster the exchange of ideas and the dissemination of emerging solutions related to customer interactions across multiple touchpoints and to the customer retention and acquisition policies that can be derived from the analysis of these interactions.

Topics of Interest

This workshop calls for contributions related to data mining of log data and of data obtained from multiple touch points, and to the exploitation of the mining results in individualized products and services. These include, but are not limited to, the following topics:

Enabling technologies

Customer profiling (both offline and online)

Applications for

Fraud detection systems, such as monitoring of credit card usage, or protect customers from being victimized by fraudulent credit card purchase.



San-Yih Hwang Jaideep Srivastava
National Sun-Yat Sen University University of Minnesota
Kaoshiung Minneapolis, MN

Jau-Hwang Wang

Ee-Peng Lim

Central Police University

Nanyang Technological University


Blk N4, 2A-32, Nanyang Avenue


Singapore 639798


Program Committee

Gedas Adomavicius, University of Minnesota, USA
Arbee L. P. Chen, National Dong-Hwa University, Taiwan
Ming-Syan Chen, National Taiwan University, Taiwan
Yen-Liang Chen, National Central University, Taiwan
Roger Chiang, University of Cincinnati, USA
Christopher W. Clifton, The MITRE Corporation, USA
Robert Cooley, KXEN Inc., USA
Masaru Kitsuregawa, Tokyo University, Japan
Chiang Lee, National Cheng-Kung University, Taiwan
Jian Zhong Li, Harbin Institute of Technology, PRC
Duen-Ren Liu, National ChiaoTung University, Taiwan
Bamshad Mohasher, DePaul University, USA
Ajay Pandey, Guidant Systems, USA
Raymond A. Paul, OSD, Pentagon, USA
Shashi Shekhar, University of Minnesota, USA
Vincent S.M. Tseng, National Cheng-Kung University, Taiwan
Chih-Ping Wei, National Sun Yat-sen University, Taiwan
Osmar R. Zaiane, University of Alberta, Canada
Mohammed Zaki, Rensselaer Polytechnic Institute, USA


Paper Submission

We solicit original papers on all aspects of mining customer data in support of customer relationship management. Submissions should be in PDF or Postscript format. All submissions should be made electronically via the MDCRM submission system at the URL,

Important Dates

Papers Due: Jan. 28th, 2002 (hard deadline)
Notification of Acceptance: Feb. 28th, 2002
Camera ready: Mar 16th, 2002
Workshop: May 6th, 2002


Workshop registration is handled by PAKDD02. The workshop registration fee is USD$90, including coffee break, lunch and dinner.