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

By Alireza Faed

ISBN-10: 3319003232

ISBN-13: 9783319003238

ISBN-10: 3319003240

ISBN-13: 9783319003245

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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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.

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An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry by Alireza Faed

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