By Alireza Faed
This thesis addresses the difficulty of shopper lawsuits within the context of purchaser courting administration (CRM). After a finished 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 ways. This new technique, unlike prior ones, is ready to deal with patron court cases with appreciate to diversified variables, hence permitting agencies to discover their key buyers and key lawsuits, and to deal with and supply strategy to the main proceedings of the most important consumers, for that reason selling enterprise improvement. The thesis additionally describes the winning software of the strategy to a real-world case, represented via the immeasurable truck drivers lawsuits on the Fremantle port in Western Australia.
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Additional resources for An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry
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3. Intangible solutions: offer an apology to the customer, listen to the customer and give convincing reasons for the unsatisfactory situation. 1,  shows the relationship between complaint and derived concepts— dissatisfaction, defection and retention. Complaints may lead to defection, meaning that a customer no longer wants to have dealings with the company . Some complaints will lead only to dissatisfaction; in this case, the company can remedy those problems in order to retain the customer [28, 36].