By Alireza Faed
This thesis addresses the problem of shopper lawsuits within the context of shopper dating administration (CRM). After a entire survey of the present literature on CRM, the thesis describes the improvement of a brand new clever CRM (I-CRM) framework, which integrates textual content analytics, style mapping, SPSS, structural equation modeling, and linear and fuzzy techniques. This new technique, unlike prior ones, is ready to deal with purchaser court cases with admire to diversified variables, therefore permitting agencies to discover their key shoppers and key court cases, and to deal with and supply strategy to the most important lawsuits of the main clients, as a result selling company improvement. The thesis additionally describes the winning software of the tactic to a real-world case, represented through 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
Customer relationship management and company performance—the mediating role of new product performance. Journal of the Academy of Marketing Science, 39, 290–306. 12 1 Introduction 3. A. , (2003). Classifying and selecting e-CRM applications: an analysis-based proposal. Management Decision, 41, 570–577. 4. Becker, J. , & Albers, S. (2009). The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention. International Journal of Research in Marketing, 26, 207–215.
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? Handbook of business strategy, 7, 87. 1 Introduction Early in Chap. 1, we introduced and discussed various terms and concepts regarding customer relationship management, its components and the differences between CRM systems and strategies. We also explained the significance of complaints and their importance in any organization.
The main goal of this loyalty is to increase customers’ support and their level of faithfulness to the brands and the company and encourage the customers to repeat their purchasing rates [58, 62]. Using an extensive and broad loyalty program, the company will be able to measure, enhance, control and manage customer profitability . The main aim of customer loyalty programs is to increase customers’ loyalty to the firm by attempting to increase repeat purchase rates or total purchases . The benefits of customer loyalty to a provider of either services or products include: lower customer price sensitivity, reduced expenditure on attracting new customers; and improved organizational profitability .
An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry by Alireza Faed