An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry [electronic resource] / by Alireza Faed.
By: Faed, Alireza [author.].
Contributor(s): SpringerLink (Online service).
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BookSeries: Springer Theses, Recognizing Outstanding Ph.D. Research: Publisher: Heidelberg : Springer International Publishing : Imprint: Springer, 2013Description: XXII, 349 p. online resource.Content type: text Media type: computer Carrier type: online resourceISBN: 9783319003245.Subject(s): Engineering | Information technology | Business -- Data processing | Computational intelligence | Engineering economics | Engineering economy | Engineering | Computational Intelligence | Engineering Economics, Organization, Logistics, Marketing | IT in BusinessAdditional physical formats: Printed edition:: No titleDDC classification: 006.3 Online resources: Click here to access online
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Springer eBooksSummary: This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). Following a comprehensive survey of the current literature on CRM, it describes the development of a new intelligent CRM (I-CRM) framework, which integrates in a single approach different innovative analytical methods. Unlike conventional approaches, this new methodology can handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solutions for their major complaints, hence promoting business development. The thesis also describes the successful application of the method to a real-world case: the virtually immeasurable number of complaints from truck drivers at the port city Fremantle in Western Australia.
This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). Following a comprehensive survey of the current literature on CRM, it describes the development of a new intelligent CRM (I-CRM) framework, which integrates in a single approach different innovative analytical methods. Unlike conventional approaches, this new methodology can handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solutions for their major complaints, hence promoting business development. The thesis also describes the successful application of the method to a real-world case: the virtually immeasurable number of complaints from truck drivers at the port city Fremantle in Western Australia.
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