Evaluate the Performance of CRM in Logistics Enterprises Based on AnyLogic Simulation

Author

Gui, Shouping ; Feng, Wenjie ; Zhang, Zhiyong

Author_Institution

Dept. of Logistics Eng., South China Univ. of Technol., Guangzhou, China

fYear

2009

fDate

20-22 Sept. 2009

Firstpage

1

Lastpage

4

Abstract

The importance and performance of customer relationship management (CRM) have been central issues since many years. Recent papers focus on finding what factors impact the CRM and evaluating the performance of CRM. This paper puts forward a CRM evaluation model, which includes two agents (logistic enterprise and customers) and an index (customer life value) to evaluate CRM. Then, a mathematics model for CLV is built as the principle of the simulation model. The simulation system, aiming at estimating what factors impact the implementation of CRM, is build by using AnyLogic software. Finally, we know what factors impact the performance mostly, and give some suggestion about how to improve the performance.

Keywords

customer relationship management; logistics; AnyLogic simulation; CRM evaluation model; customer life value; customer relationship management; logistics enterprise; Business; Companies; Customer relationship management; Customer satisfaction; Customer service; Economic forecasting; Feedback; Logistics; Mathematical model; Mathematics;

fLanguage

English

Publisher

ieee

Conference_Titel

Management and Service Science, 2009. MASS '09. International Conference on

Conference_Location

Wuhan

Print_ISBN

978-1-4244-4638-4

Electronic_ISBN

978-1-4244-4639-1

Type

conf

DOI

10.1109/ICMSS.2009.5303529

Filename

5303529