An Intelligent Customer Relationship Management (I-CRM) Framework and its Analytical Approaches to the Logistics Industry
dc.contributor.author | Faed, Alireza | |
dc.contributor.supervisor | Prof. Elizabeth Chang | |
dc.date.accessioned | 2017-02-27T06:08:48Z | |
dc.date.available | 2017-02-27T06:08:48Z | |
dc.date.issued | 2012 | |
dc.identifier.uri | http://hdl.handle.net/20.500.11937/48781 | |
dc.description.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. | en_US |
dc.publisher | Curtin University | en_US |
dc.title | An Intelligent Customer Relationship Management (I-CRM) Framework and its Analytical Approaches to the Logistics Industry | en_US |
dc.type | Thesis | en_US |
dcterms.educationLevel | PhD | |
curtin.department | Digital Ecosystems and Business Intelligence Institute | en_US |
curtin.accessStatus | Open access | en_US |
curtin.faculty | Curtin Business School | en_US |