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    An Intelligent Customer Relationship Management (I-CRM) Framework and its Analytical Approaches to the Logistics Industry

    Faed2013.pdf (10.66Mb)
    Access Status
    Open access
    Authors
    Faed, Alireza
    Date
    2012
    Supervisor
    Prof. Elizabeth Chang
    Type
    Thesis
    Award
    PhD
    
    Metadata
    Show full item record
    Faculty
    Curtin Business School
    School
    Digital Ecosystems and Business Intelligence Institute
    URI
    http://hdl.handle.net/20.500.11937/48781
    Collection
    • Curtin Theses
    Abstract

    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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