An Intelligent Customer Complaint Management System with by Alireza Faed

By Alireza Faed

This thesis addresses the difficulty of purchaser lawsuits within the context of shopper courting administration (CRM). After a complete survey of the present literature on CRM, the thesis describes the advance of a brand new clever CRM (I-CRM) framework, which integrates textual content analytics, kind mapping, SPSS, structural equation modeling, and linear and fuzzy ways. This new technique, not like earlier ones, is ready to deal with buyer proceedings with appreciate to diversified variables, therefore permitting enterprises to discover their key clients and key lawsuits, and to handle and supply strategy to the key lawsuits of the major consumers, as a result selling company improvement. The thesis additionally describes the winning program of the tactic to a real-world case, represented via the immeasurable truck drivers court cases on the Fremantle port in Western Australia.

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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. 5. Hendler, R. (2004). Revenue management in fabulous Las Vegas: Combining customer relationship management and revenue management to maximise profitability. Journal of Revenue and Pricing Management, 3, 73. 6. , & Hoyer, W. D. (2004). The customer relationship management process: Its measurement and impact on performance.

1. The authors use a simulation technique to validate their model; however, this study lacks valid data. 2. The authors do not have a methodology for validation of the main variables. 3. They fail to discuss how they need to address the issues related to cost and quality although these two factors can be considered as the main features of CRM systems. 4. They proposed tangible and intangible benefits for CRM, but they do not mention how to evaluate either of them. For example, they do not mention customer satisfaction evaluation and do not provide any methodical approach to determine it.

This may occur because of several issues over time and creates a gradual destruction of bonds [30]. Many studies emphasise the benefits of customer retention. Authors in [39] indicate that a 1 % improvement in the customer retention proportion ameliorates and enhances a firm’s value by 5 %. Similarly, [38] show that a 5 % increase in customer retention increases a firm’s profits in a range of 25–85 %. Companies need to identify previously profitable but currently inactive customers and initiate appropriate activities to reactivate those customers.

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