Fuzzy tool for customer satisfaction analysis in CRM systems

Author

Walek, Bogdan

Author_Institution

Center of Excellence IT4Innovations, IRAFM, Univ. of Ostrava, Ostrava, Czech Republic

fYear

2013

fDate

2-4 July 2013

Firstpage

11

Lastpage

14

Abstract

Nowadays, the concept of CRM systems is very popular. Important aspect of CRM system is customer satisfaction analysis which evaluates customer preferences using questionnaire survey. Currently, there are two main approaches for customer satisfaction analysis. Rough set approach uses decision rules for evaluation of customer preferences. Based on this approach the fuzzy tool for customer analysis is proposed. Fuzzy tool consists of expert system with knowledge base and evaluates questionnaire answers collected from customers. Evaluated results of customer satisfaction analysis are processed and visualized. The proposed fuzzy tool is verified on specific example.

Keywords

customer relationship management; deductive databases; expert systems; rough set theory; customer analysis; customer relationship management; customer satisfaction analysis; expert system; fuzzy tool; knowledge base; questionnaire survey; rough set; Companies; Customer satisfaction; Expert systems; Pragmatics; Visualization; CRM; customer; customer satisfaction analysis; expert system; fuzzy tool;

fLanguage

English

Publisher

ieee

Conference_Titel

Telecommunications and Signal Processing (TSP), 2013 36th International Conference on

Conference_Location

Rome

Print_ISBN

978-1-4799-0402-0

Type

conf

DOI

10.1109/TSP.2013.6613881

Filename

6613881