Download An Intelligent Customer Complaint Management System with by Alireza Faed PDF

By Alireza Faed

This thesis addresses the difficulty of shopper court cases within the context of purchaser courting administration (CRM). After a finished survey of the present literature on CRM, the thesis describes the advance of a brand new clever CRM (I-CRM) framework, which integrates textual content analytics, sort mapping, SPSS, structural equation modeling, and linear and fuzzy techniques. This new method, unlike earlier ones, is ready to deal with shopper proceedings with appreciate to various variables, hence permitting enterprises to discover their key clients and key court cases, and to deal with and supply strategy to the key court cases of the major shoppers, accordingly selling enterprise improvement. The thesis additionally describes the winning program of the tactic to a real-world case, represented by means of the immeasurable truck drivers court cases on the Fremantle port in Western Australia.

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Extra info for An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry

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The Journal of Business and Industrial Marketing, 17, 107. 36. Kim, H. , & Kim, Y. G. (2007). A study on developing CRM scorecard, 150b–150b. 37. Peelen, E. (2005). Customer relationship management. Essex: Prentice Hall. 38. , & Walton, J. (2005). Gaining customer knowledge through analytical CRM. Industrial Management and Data Systems, 105, 955–971. 39. Sun, Z. H. (2008). Information system and management strategy of customer relationship management. The 3rd International Conference on Innovative Computing Information and Control (ICICIC’08).

However, it focuses on the current and potential customers and it is believed that it should happen in the early stages of the sale [65]. 10 Definitions of Customer Acquisition in CRM Customer acquisition is a sensitive aspect of business and is one of the outcomes of the customer relationship. Thomas [67] states that customer acquisition is a dependent procedure and in the majority of times impacts on customer retention. It is one of the critical factors in customer relationship and customer acquisition that usually occurs if the system provides for interactivity and if customers are satisfied [67].

Massey, A. , Montoya-Weiss, M. , & Holcom, K. (2001). Re-engineering the customer relationship: leveraging knowledge assets at IBM. Decision Support Systems, 32, 155–170. 43. Richards, K. , & Jones, E. (2008). Customer relationship management: Finding value drivers. Industrial Marketing Management, 37, 120–130. 44. Homburg, M. , & Totzek, C. D. (2008). Customer prioritization: Does it pay off, and how should it be implemented? Journal of Marketing, 72, 110–130. 45. Smith, A. (2006). CRM and customer service: Strategic asset or corporate overhead?

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