Title :
Research of Customer Satisfaction Optimal Model Based on Business CRM
Author_Institution :
Coll. of Comput. & Inf. Eng., Zhejiang GongShang Univ., Hangzhou, China
Abstract :
Customer relationship management (CRM) is the core of commercial enterprise management services, it reflects the strength and effectiveness of commercial enterprises. A customer satisfaction analysis and evaluation system was proposed in this paper. First of all, it described customer satisfaction, then it analyzed the constituent elements of quality cost and presented a customer satisfaction optimal model based on business CRM. Finally, it analyzed the customer satisfaction optimization model with the data acquired from retail and commercial enterprises.
Keywords :
customer satisfaction; matrix algebra; quality management; commercial enterprise management service; customer relationship management; customer satisfaction optimal model; evaluation system; quality cost; Business; Companies; Cost function; Customer relationship management; Customer satisfaction; Engineering management; Hydrogen; Information management; Mathematical model; Seminars; customer relationship management; customer satisfaction model;
Conference_Titel :
Business and Information Management, 2008. ISBIM '08. International Seminar on
Conference_Location :
Wuhan
Print_ISBN :
978-0-7695-3560-9
DOI :
10.1109/ISBIM.2008.18
