By Alireza Faed
This thesis addresses the problem of shopper court cases within the context of shopper dating 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, kind mapping, SPSS, structural equation modeling, and linear and fuzzy methods. This new technique, not like past ones, is ready to deal with purchaser lawsuits with admire to various variables, hence permitting businesses to discover their key clients and key proceedings, and to deal with and supply method to the key proceedings of the main consumers, consequently selling company improvement. The thesis additionally describes the winning software of the strategy to a real-world case, represented by way of the immeasurable truck drivers lawsuits on the Fremantle port in Western Australia.
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Additional info for An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry
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3. Although the authors present a diagram to show the outcomes, they do not generate a broad conceptual framework to depict the relationships. 4. They do not propose any methodology to ascertain the presence and validity of each factor, although all of the factors seem to be explicitly significant in CRM systems and strategies. 5. They also discuss the existence of customer complaints in CRM systems as barriers, but they fail to provide any remedy for this issue. 6. The authors fail to discuss customer satisfaction and how a CRM system can address and improve this.
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