Title :
A CRM-oriented model for evaluating intermediary
Author :
Xiaoyu Song ; Lianzhong Liu ; Chunfang Li ; Zhouyang Li
Author_Institution :
Sch. of Comput. Sci. & Eng., Beihang Univ., Beijing, China
Abstract :
Taking full advantage of the intermediaries´ social ties, a firm can improve its performance effectively and specifically. This paper established a social network model to take intermediaries into account for the improvement of CRM. In this model the relation-chain that is composed of staffs, intermediaries, customers and the social ties between them is proposed to represent the business communications from firms to customers, and we further give an algorithm to evaluate the intermediaries´ contribution and importance based on the relation-chain´s structure. Finally the firm can formulate its CRM strategy for the intermediaries depending on the results of the evaluation.
Keywords :
business communication; customer relationship management; organisational aspects; set theory; CRM-oriented Model; business communications represent; customer relationship management; firm customers; firm performance improvement; firm staffs; intermediary evaluation; relation-chain; social network model; social ties; Computational modeling; Computer science; Customer relationship management; Decision making; Indexes; Laboratories; Social network services; customer relationship managment; intermediary; social network;
Conference_Titel :
Information Technology and Artificial Intelligence Conference (ITAIC), 2014 IEEE 7th Joint International
Print_ISBN :
978-1-4799-4420-0
DOI :
10.1109/ITAIC.2014.7065100
