Title :
Performance evaluation of enterprise CRM system based on grey-fuzzy theory
Author_Institution :
Sch. of Bus. Adm., Jiangsu Univ., Zhenjiang, China
Abstract :
It is of great theoretical and practical significance to evaluate the performance of enterprise CRM system. This paper establishes a performance evaluation index system for enterprise CRM system from the perspective of main subject of performance evaluation. Based on the grey-fuzzy theory, it also constructs a grey-fuzzy comprehensive performance evaluation model for the CRM system, and verifies the model´s scientificalness and feasibility through empirical study.
Keywords :
customer relationship management; fuzzy set theory; grey systems; cutomer relationship management; enterprise CRM system; grey-fuzzy theory; performance evaluation index system; Area measurement; Customer relationship management; Fuzzy systems; Government; Internet; Logistics; Pressing; System performance; Total quality management; Weight measurement; CRM system; enterprise; evaluation index; greyfuzzy theory;
Conference_Titel :
Networking and Digital Society (ICNDS), 2010 2nd International Conference on
Conference_Location :
Wenzhou
Print_ISBN :
978-1-4244-5162-3
DOI :
10.1109/ICNDS.2010.5479195
