An Intelligent Customer Complaint Management System with by Alireza Faed

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.

Show description

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

Similar information management books

The value factor: how global leaders use information for growth and competitive advantage

What's the something i've got that my rivals shouldn't have? What am i able to put money into that my rivals can't mirror? info. it is the new aggressive side. Capitalizing at the info a firm owns approximately its shoppers, providers and companions is now the worth proposition for sustainable long term development.

The Labyrinths of Information: Challenging the Wisdom of Systems

How one can use info and verbal exchange applied sciences in agencies and the way to regulate their influence has been the conventional area of computing device experts and administration experts. the previous have provided a number of how you can symbolize, version, and construct purposes that will streamline and speed up info flows, whereas the latter were busy linking the deployment of ICT's with procedure and the redecorate of industrial methods.

Working the past: narrative and institutional memory

Tales informed inside associations play a robust position, assisting to outline not just the establishment itself, but in addition its person participants. How do associations use tales? How do these tales either safeguard the earlier and form the long run? To what volume does narrative build either collective and person identification?

Enterprise Search

Is your company quickly gathering additional information than you understand how to regulate? This booklet is helping you create an company seek resolution in response to greater than simply expertise. writer Martin White indicates you ways to plot and enforce a controlled seek setting that meets the wishes of what you are promoting and your staff.

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

Example text

Why CRM efforts fail? A study of the impact of data quality and data integration Of Data Quality And Data Integration. Proceedings of the 38th Hawaii International Conference on System Sciences. 41. , & Zarali, H. (2009). What signifies success in e-CRM? Marketing Intelligence and Planning, 27, 246–267. 42. Massey, A. , Montoya-Weiss, M. , & Holcom, K. (2001). Re-engineering the customer relationship: leveraging knowledge assets at IBM. Decision Support Systems, 32, 155–170. 43. Richards, K. , & Jones, E.

Ehret, W. , & Johnston, W. J. (2005). A customer relationship management roadmap: What is known, potential pitfalls, and where to go. Journal of Marketing, 69, 155–166. 12. Chalmeta, R. (2006). Methodology for customer relationship management. The Journal of Systems and Software, 79, 1015–1024. 13. , Yang, H. (2005). Web-service-oriented customer relationship management system evolution. 14. , & Horvat, R. V. (2004). Customer relationship management momentum for business improvement, 1, 107–111.

3. Intangible solutions: offer an apology to the customer, listen to the customer and give convincing reasons for the unsatisfactory situation. 1, [37] 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 [38]. Some complaints will lead only to dissatisfaction; in this case, the company can remedy those problems in order to retain the customer [28, 36].

Download PDF sample

Rated 4.34 of 5 – based on 9 votes