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

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.

Show description

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.

Show description

Read or Download An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry PDF

Best information management books

Engineering systems integration : theory, metrics, and methods

Introduces the fundamental construction blocks of environmental consulting. insurance levels from an summary of rules and the technology underlying environmental tactics to a dialogue of environamental difficulties corresponding to asbestos and lead-based paint. instead of formulation and equations, the writer emphasizes the idea procedures that move into designing an environmental research, examining the information, and choosing the subsequent step--be it extra research or remediation.

Developing Alliance Capabilities

Alliances have gotten an ever extra very important strategic weapon to achieve many industries. This publication describes how a number of prime corporations have succeeded in studying tips to deal with their alliance portfolios and makes use of leading edge learn to supply suggestion on alliance administration abilities.

Leadership: All You Need To Know

Management successes and screw ups are within the media on a daily basis. we're in a world political and fiscal main issue that's altering how we expect approximately our lives and our futures. The authors current a management version for the long run which creates the fitting stipulations for individuals to thrive, separately and jointly, and accomplish major ambitions.

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

Example text

L. (2005). A hybrid technology acceptance approach for exploring e-CRM adoption in organizations. Behaviour and information technology, 24, 303. 27. Xu, M. (2005). Gaining customer knowledge through analytical CRM. Industrial Management+Data Systems, 105, 955. 28. , Wilkinson, I. , & Young, L. (2011). Customer management and CRM: Addressing the dark side. Journal of Services Marketing, 25, 79–89. 29. Bolton, M. (2004). Customer centric business processing. International Journal of Productivity and Performance Management, 53, 44–51.

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.

Study on the customer relationship management and its application in Chinese hospital. 19. , & Ekinci, Y. (2008). What makes for CRM system success or failure? Journal of Database Marketing and Customer Strategy Management, 15, 68–78. 20. , & Dimitriadis, E. S. (2008). Integrated customer relationship management for service activities an internal/external gap model. Managing Service Quality, 18, 496–511. 21. , & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69, 167–176.

Download PDF sample

Rated 4.84 of 5 – based on 15 votes