By Alireza Faed

This thesis addresses the difficulty of shopper court cases within the context of purchaser dating administration (CRM). After a entire 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, style mapping, SPSS, structural equation modeling, and linear and fuzzy methods. This new method, unlike past ones, is ready to deal with client lawsuits with appreciate to various variables, therefore permitting firms to discover their key consumers and key court cases, and to deal with and supply strategy to the foremost lawsuits of the foremost consumers, consequently selling company improvement. The thesis additionally describes the winning program of the strategy to a real-world case, represented through the immeasurable truck drivers proceedings on the Fremantle port in Western Australia.

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

This thesis addresses the difficulty of purchaser court cases within the context of shopper dating administration (CRM). After a complete 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, variety mapping, SPSS, structural equation modeling, and linear and fuzzy methods.

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They fail to address how the system will integrate the feedback. 6. They do not explain how customer growth can be ascertained using the approaches in this study; hence, it remains an unclarified aspect of the study. 30 2 Literature Review 7. They also fail to provide a means for interaction or effective communication with customers to ensure CRM success. 8. If one wants a successful CRM model, it is necessary to take into account customer satisfaction and evaluate this using current data. Dimitriadis [74] proffers a consolidated model for designing, evaluating and implementing a CRM system.

In terms of typology, CRM is categorised into three groups: analytical, operational or transactional, and collaborative or interactive. 3 Types of CRM 25 management. Data gathered by operational CRMs are analysed to classify customers or to identify cross-selling and up-selling potential. Data collection and analysis are a continuing and iterative process. Ideally, business decisions are refined over time based on feedback from earlier analysis and decisions. Analytical CRM is a stepwise procedure.

The disadvantages of their proposed method are as follows: 1. This study must be conducted using other sets of data to revalidate the relationships. 2. The authors do not propose any approach and methodology by which the process is optimised. 3.

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