ABSTRACT
Architectural patterns capture the essential properties required for the successful design of a certain building area or function while leaving large degrees of freedom to architects. The pattern-based approach has also been used in Information Technology (IT) to capture best practices of how applications and systems of applications should be designed. This chapter gives an overview of the statistical models-based decision patterns used in customer relationship management (CRM) applications as the guiding concept for profitable customer management. The primary objectives of these systems are to acquire profitable customers, retain profitable customers, prevent profitable customers from migrating to competition, and winning back "lost" profitable customers. CRM systems like SAP CRM are used to track and efficiently organize inbound and outbound interactions with customers, including the management of marketing campaigns and call centers.
