Title :
Research on CRM Performance Evaluation Based on Fuzzy Comprehensive Algorithm
Author :
Yu, Tianbiao ; Zhou, Jing ; Zhang, Yang ; Dong, Shengguang ; Wang, Wanshan
Author_Institution :
Sch. of Mech. Eng. & Autom., Northeastern Univ., Shenyang
Abstract :
In order to increase the CRM system implementation success rate in enterprise, enhance competitiveness and management level of the enterprise, enable the enterprise to better adapt to fierce market competition, an in-depth study on effect evaluation of the CRM system is conducted. The CRM performance evaluation method based on fuzzy comprehensive evaluation is proposed with the combination of the implementation status and application characteristic of the CRM system in the enterprise, the evaluation index system is established according to the balanced scorecard principle, and the fuzzy comprehensive evaluation mathematical model of the CRM performance evaluation is established then the correctness of the theoretical research is verified via an example.
Keywords :
customer relationship management; fuzzy set theory; market research; performance evaluation; CRM performance evaluation; customer relationship management system; fuzzy comprehensive algorithm; market competition; Automation; Customer relationship management; Fuzzy systems; Industrial engineering; Information management; Innovation management; Marketing management; Mechanical engineering; Resource management; Technological innovation; CRM; fuzzy comprehensive algorithm; index weight; performance evaluation;
Conference_Titel :
Information Management, Innovation Management and Industrial Engineering, 2008. ICIII '08. International Conference on
Conference_Location :
Taipei
Print_ISBN :
978-0-7695-3435-0
DOI :
10.1109/ICIII.2008.211
