This tutorial will guide you through some of
WITNESS
Miner's
main features. Throughout the tutorial we will use the Customer
Response database, which you can find in the Sample
Files directory (located within the installation directory:
usually \Program Files\WITNESS Miner 2.0).
The Customer Response (CR) database contains profile information about customers of a software company. The company stores this information about customers who have purchased their main software packages. The data describes various interactions between the company and the customer, historical information about the customers' accounts and what additional packages (or modules) they have purchased.
Recently, the company sent a newsletter to these customers describing a new module that will soon be available. One month after the distribution of the newsletter, a count is taken to determine the response rate.
There are records for 1012 of the company's customers. Each record consists of the following information (11 fields):
|
Field Name |
Description |
|
Satisfaction |
A rating based on a recent customer survey |
|
Software |
An indicator of which main software packages have been purchased |
|
Date |
Number of months since purchase of main software package |
|
Modules |
The number of add-on modules purchased in last 3 years |
|
VisitFromSales |
The number of visits made by a sales representative in the last year |
|
VisitFromSupport |
The number of visits made by support staff in the last year |
|
DaysConsultancyThisYear |
The number of days of additional consultancy projects in the current year |
|
DaysConsultancyLastYear |
The number of days of additional consultancy projects last year |
|
UserGroup |
Whether the customer attended the last user group meeting |
|
TrainingScore |
The average score gained after attending the training session that accompanies the purchase a main software package |
|
Response |
Whether the customer responded to the latest newsletter |
Note the final field Response is the target (or output) field.
The company wishes to analyse this data and determine what factors influenced a customer in responding to the recent newsletter.
For more help on some of the actions covered in this tutorial, see the getting started and the how to ... section in the Table of Contents for more details.