An Intelligent Customer Relationship Management (I-CRM) Framework and its Analytical Approaches to the Logistics Industry
This thesis develops a new Intelligent Customer Relationship Management (i-CRM) framework, incorporating an i-CRM analytical methodology including text-mining, type mapping, liner, non-liner and neuron-fuzzy approaches to handle customer complaints, identify key customers in the context of business...
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| Format: | Thesis |
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Curtin University
2012
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| Online Access: | http://hdl.handle.net/20.500.11937/48781 |
| Summary: | This thesis develops a new Intelligent Customer Relationship Management (i-CRM) framework, incorporating an i-CRM analytical methodology including text-mining, type mapping, liner, non-liner and neuron-fuzzy approaches to handle customer complaints, identify key customers in the context of business values, define problem significance and issues impact factors, coupled with i-CRM recommendations to help organizations to achieve customer satisfaction through transformation of the customer complaints to organizational opportunities and business development strategies. |
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