By Alireza Faed
This thesis addresses the difficulty of purchaser lawsuits within the context of shopper dating administration (CRM). After a complete 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, variety mapping, SPSS, structural equation modeling, and linear and fuzzy techniques. This new method, not like past ones, is ready to deal with consumer proceedings with recognize to varied variables, therefore permitting corporations to discover their key clients and key proceedings, and to handle and supply method to the key lawsuits of the most important consumers, for this reason selling enterprise improvement. The thesis additionally describes the profitable program of the strategy to a real-world case, represented by way of 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
Companies need to identify previously profitable but currently inactive customers and initiate appropriate activities to reactivate those customers. The focus on retention is established upon the constant and constructive hypotheses that there subsists a durable and robust affiliation between customer retention and profitability: Fig. 2 Concepts and Definitions of CRM 21 long-term customers buy more and are less costly to serve, whereas replacing existing customers with ‘new’ ones is demonstrably a more expensive and risky strategy, since it is feasible to assume that switched customers are more likely to continue their dissatisfied behavior in the near future .
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