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The meaning of EDM is not clear for researchers to employ EDM approaches because EDM is closely tied to the research field of Learning Analytics (LA).Learning analytics is the measurement, collection, analysis, and reporting of data about learners and their contexts, for purposes of understanding and optimizing learning and the environments in which it occurs.(International Conference on Learning Analytics and Knowledge et al.
Both KM and a CRM help in the decision making process and understanding. Hence, this paper explains the importance of data mining tools and techniques to uncover knowledge by the integration between KM and a CRM.
The paper considered how to develop a strategy and operational framework that would build a CRM on the foundation of existing DM techniques and KM approach to meet the business challenges.
Based on this research, a customized, integrated framework, to match the needs of business was designed.
This paper presents an integrated KM and a CRM based framework using DM techniques.
All the firms may not be in favor of adopting KM while implementing a CRM.