An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry [electronic resource] /
Faed, Alireza.author.
This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). Following a comprehensive survey of the current literature on CRM, it describes the development of a new intelligent CRM (I-CRM) framework, which integrates in a single approach different innovative analytical methods. Unlike conventional approaches, this new methodology can handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solutions for their major complaints, hence promoting business development. The  thesis also describes the successful application of the method to a real-world  case: the virtually immeasurable number of complaints from truck drivers at the  port city Fremantle in Western Australia.
Description based upon print version of record.
Supervisor's Foreword; Acknowledgments; Contents; 1 Introduction; 1.1...Overview of the Thesis; 1.2...Why Customer Relationship Management?; 1.3...CRM Adoption in Industry; 1.4...Academic Research on CRM; 1.5...CRM Challenges; 1.6...General Understanding of CRM; 1.6.1 Customer Knowledge; 1.6.2 Customer Relationship; 1.6.3 Value Proposition; 1.6.4 Relationship Management; 1.7...Benefits of Customer Relationship Management; 1.8...Research Gaps in the Literature; 1.9...Thesis Objectives; 1.10...Significance of the Research; 1.11...Structure of the Thesis; 1.12...Conclusion; References; 2 Literature Review
2.1...Introduction2.2...Concepts and Definitions of CRM; 2.2.1 Strategic-Based Definition for Customer Relationship Management; 2.2.2 Process-Based Definition in CRM; 2.2.3 Customer Complaint in CRM; 2.2.4 Complaint Management; 2.2.5 Complaint and Derivations in CRM; 2.2.6 Definitions of Perceived Value in CRM; 2.2.7 Definitions of Interactivity in CRM; 2.2.8 Definitions of Satisfaction in CRM; 2.2.9 Definitions of Loyalty in CRM; 2.2.10 Definitions of Customer Acquisition in CRM; 2.3...Types of CRM; 2.3.1 Analytical CRM and its Significance
2.3.2 Operational or Transactional CRM and its Significance2.3.3 Collaborative or Interactive CRM and its Significance; 2.3.4 Problems with Above CRM Solutions; 2.4...Existing CRM Approaches; 2.4.1 Customer Relationships-Focused CRM Approach; 2.4.2 Customer Perceived Value-Focused CRM Approach; 2.4.3 Customer Interactivity-Focused CRM Approach; 2.4.4 Customers Loyalty-Focused CRM Approach; 2.4.5 Customer Acquisition-Focused CRM Approach; 2.4.6 Customer Complaints-Focused CRM Approach; 2.4.7 Customer Satisfaction-Focused CRM Approach; 2.5...Models and Methods Used in CRM; 2.5.1 AHP Method
2.5.2 ANP Method2.5.3 Clustering Method; 2.5.4 An Object-Oriented Analysis Method; 2.5.5 Content Analysis; 2.5.6 Single-Case Approach; 2.5.7 A Simulation Model Approach; 2.5.8 Web-Based Questionnaire Survey; 2.5.9 Survey, Questionnaire, Interview and Hypothesis Testing; 2.5.10 Data Mining; 2.5.11 Case-Based Reasoning (CBR); 2.6...Existing CRM Systems; 2.6.1 SAP CRM and its Challenges; 2.6.2 Salesforce.com and its Challenges; 2.6.3 Oracle-Siebel and its Challenges; 2.6.4 Maximizer and its Challenges; 2.6.5 Sugar CRM and its Challenges; 2.6.6 Sage and its Challenges
2.6.7 Microsoft Dynamics and its Challenges2.7...Critical Evaluation of the Existing Literature; 2.7.1 Interpretations and Definitions of CRM; 2.7.2 CRM Approaches Which Focus on a Specific Area; 2.7.3 Different Models and Methods Used to Analyse CRM; 2.7.4 Different Systems and Tools Used for CRM; 2.8...Open Source CRM on the Cloud; 2.8.1 Advantages of Adopting CRM Open-Source Software; 2.8.1.1 Vtiger; 2.8.1.2 Workflow Stages in Vtiger; 2.8.1.3 Sugar CRM; 2.8.1.4 OpenCRX; 2.8.1.5 Daffodil CRM; 2.8.1.6 Hypergate CRM; 2.8.1.7 Salesforce CRM; 2.9...Major Weaknesses of Current CRM
2.10...Summary of the Literature Review and the Need for an Intelligent CRM
Includes bibliographical references at the end of each chapters.
This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). Following a comprehensive survey of the current literature on CRM, it describes the development of a new intelligent CRM (I-CRM) framework, which integrates in a single approach different innovative analytical methods. Unlike conventional approaches, this new methodology can handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solutions for their major complaints, hence promoting business development. The  thesis also describes the successful application of the method to a real-world  case: the virtually immeasurable number of complaints from truck drivers at the  port city Fremantle in Western Australia.
Computational intelligence.
Engineering economics.
Engineering economy.
Information technology.
Business—Data processing.
Computational Intelligence.
Engineering Economics, Organization, Logistics, Marketing.
IT in Business.


Springer Theses