Research on CRM Performance Evaluation Based on Fuzzy Comprehensive Algorithm

Author

Yu, Tianbiao ; Zhou, Jing ; Zhang, Yang ; Dong, Shengguang ; Wang, Wanshan

Author_Institution

Sch. of Mech. Eng. & Autom., Northeastern Univ., Shenyang

Volume

1

fYear

2008

fDate

19-21 Dec. 2008

Firstpage

329

Lastpage

334

Abstract

In order to increase the CRM system implementation success rate in enterprise, enhance competitiveness and management level of the enterprise, enable the enterprise to better adapt to fierce market competition, an in-depth study on effect evaluation of the CRM system is conducted. The CRM performance evaluation method based on fuzzy comprehensive evaluation is proposed with the combination of the implementation status and application characteristic of the CRM system in the enterprise, the evaluation index system is established according to the balanced scorecard principle, and the fuzzy comprehensive evaluation mathematical model of the CRM performance evaluation is established then the correctness of the theoretical research is verified via an example.

Keywords

customer relationship management; fuzzy set theory; market research; performance evaluation; CRM performance evaluation; customer relationship management system; fuzzy comprehensive algorithm; market competition; Automation; Customer relationship management; Fuzzy systems; Industrial engineering; Information management; Innovation management; Marketing management; Mechanical engineering; Resource management; Technological innovation; CRM; fuzzy comprehensive algorithm; index weight; performance evaluation;

fLanguage

English

Publisher

ieee

Conference_Titel

Information Management, Innovation Management and Industrial Engineering, 2008. ICIII '08. International Conference on

Conference_Location

Taipei

Print_ISBN

978-0-7695-3435-0

Type

conf

DOI

10.1109/ICIII.2008.211

Filename

4737556