Research of Customer Satisfaction Optimal Model Based on Business CRM

Author

Wang, Guozheng

Author_Institution

Coll. of Comput. & Inf. Eng., Zhejiang GongShang Univ., Hangzhou, China

Volume

2

fYear

2008

fDate

19-19 Dec. 2008

Firstpage

295

Lastpage

298

Abstract

Customer relationship management (CRM) is the core of commercial enterprise management services, it reflects the strength and effectiveness of commercial enterprises. A customer satisfaction analysis and evaluation system was proposed in this paper. First of all, it described customer satisfaction, then it analyzed the constituent elements of quality cost and presented a customer satisfaction optimal model based on business CRM. Finally, it analyzed the customer satisfaction optimization model with the data acquired from retail and commercial enterprises.

Keywords

customer satisfaction; matrix algebra; quality management; commercial enterprise management service; customer relationship management; customer satisfaction optimal model; evaluation system; quality cost; Business; Companies; Cost function; Customer relationship management; Customer satisfaction; Engineering management; Hydrogen; Information management; Mathematical model; Seminars; customer relationship management; customer satisfaction model;

fLanguage

English

Publisher

ieee

Conference_Titel

Business and Information Management, 2008. ISBIM '08. International Seminar on

Conference_Location

Wuhan

Print_ISBN

978-0-7695-3560-9

Type

conf

DOI

10.1109/ISBIM.2008.18

Filename

5116478