Title :
System of CRM Performance Evaluation Based on Fuzzy Comprehensive Algorithm
Author :
Zhou, Jing ; Yu, Tianbiao ; Zhang, Yang ; Dong, Shengguang ; Wang, Wanshan
Author_Institution :
Sch. of Mech. Eng. & Autom., Northeastern Univ., Shenyang
Abstract :
With the level of informatization is improving CRM has been used by enterprises universally and it makes the working efficiency has been improved. In order to improve the CRM performance needs to do a scientific and comprehensive evaluation. The evaluation on CRM performance is a complex systemic project. A CRM performance evaluation method based on fuzzy comprehensive evaluation is presented. Comprehensive evaluation method of CRM performance based on fuzzy comprehensive algorithm is studied, the architecture of the system is built and the function of the system is analyzed. Based on those works a prototype system of CRM performance evaluation is developed. Results of the system run prove the correctness of the theoretical and the feasibility of the technology.
Keywords :
customer relationship management; fuzzy set theory; performance evaluation; CRM performance evaluation; customer relationship management system; fuzzy comprehensive algorithm; Algorithm design and analysis; Automation; Fuzzy systems; Industrial engineering; Information management; Innovation management; Mechanical engineering; Performance analysis; Prototypes; Recycling; CRM; fuzzy comprehensive; performance evaluation; prototype system;
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
DOI :
10.1109/ICIII.2008.212
