By Alireza Faed

This thesis addresses the difficulty of shopper lawsuits within the context of purchaser dating administration (CRM). After a finished survey of the present literature on CRM, the thesis describes the improvement of a brand new clever CRM (I-CRM) framework, which integrates textual content analytics, style mapping, SPSS, structural equation modeling, and linear and fuzzy techniques. This new method, unlike prior ones, is ready to deal with patron proceedings with appreciate to various variables, therefore permitting corporations to discover their key clients and key court cases, and to deal with and supply way to the key court cases of the main buyers, as a result selling company improvement. The thesis additionally describes the profitable program of the strategy to a real-world case, represented by means of the immeasurable truck drivers lawsuits on the Fremantle port in Western Australia.

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Extra resources for An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry

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Holcom, K. (2001). Re-engineering the customer relationship: leveraging knowledge assets at IBM. Decision Support Systems, 32, 155–170. 43. Richards, K. , & Jones, E. (2008). Customer relationship management: Finding value drivers. Industrial Marketing Management, 37, 120–130. 44. Homburg, M. , & Totzek, C. D. (2008). Customer prioritization: Does it pay off, and how should it be implemented? Journal of Marketing, 72, 110–130. 45. Smith, A. (2006). CRM and customer service: Strategic asset or corporate overhead?

The 3rd International Conference on Innovative Computing Information and Control (ICICIC’08). 40. , (2005). Why CRM efforts fail? A study of the impact of data quality and data integration Of Data Quality And Data Integration. Proceedings of the 38th Hawaii International Conference on System Sciences. 41. , & Zarali, H. (2009). What signifies success in e-CRM? Marketing Intelligence and Planning, 27, 246–267. 42. Massey, A. , Montoya-Weiss, M. , & Holcom, K. (2001). Re-engineering the customer relationship: leveraging knowledge assets at IBM.

To date, little research has been done to assess the interaction of companies with their stakeholders. According to [48], managers must have transparency when passing information to customers and in their other interactions. They must also understand the requirements and preferences of a customer [48]. Apart from investigating the source of issues and turning them into new information, customer service personnel must have the ability to learn and remember all the answers and feedbacks. Furthermore, interactivity has been described as a dialogue between the customer and the company.

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